Our staff are working remotely from home so please do not post anything to the office, until further notice. If possible, customers are advised to email [email protected] if they require advice or support. Alternatively, our call handlers are available to assist from 9am to 5pm Monday to Friday.  Please note that there may be some possible delays in the processing and resolution of cases. We apologise for any inconvenience this may have caused.

What is the Renewable Energy Consumer Code (RECC)?

CEDR provides an independent arbitration service to resolve disputes between customers and companies who are members of Renewable Energy Consumer Code (RECC). To request an application form please contact the Renewable Energy Consumer Code (RECC).

We can deal with disputes related to:

  • Heat pumps (ground or air source)
  • Hydroelectric generators
  • Solar panels
  • Solar water heaters
  • Wind turbines
  • Wood chip or pellet fuelled boilers & CHP units

This Scheme uses Arbitration. Arbitration is a formal, legally binding process where the dispute is resolved by the decision of a nominated third party called an arbitrator. Once the arbitrator issues their award it is legally binding under the Arbitration Act of 1996 and can only be appealed in the courts on very limited grounds.

  • The process is conducted entirely in writing.
  • Both parties will see all the evidence submitted by the other.
  • The arbitrators award is confidential between the parties.

To request an application form please contact the Renewable Energy Consumer Code (RECC).

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaints Form, which you can download below. 

Complaints Procedure

Complaint Form

Independent Reviewers Terms of Reference

Companies covered

A full list of RECC member companies can be found on the RECC website.

The steps you must take before submitting a complaint

Step 1.

Raise your concerns with the RECC member directly in writing.

Step 2.

If they cannot resolve your complaint to your satisfaction you can escalate the matter to RECC through their dispute resolution process.

Step 3.

RECC will refer the customer to CEDR for independent arbitration. RECC will provide the consumer with the relevant application form and the customer must complete and send the form with a payment to CEDR (this fee may be refunded to the consumer if the independent arbitrator finds in his or her favour, or recommends it to be refunded). 

Ready to submit a complaint?

Complain now

Need additional assistance?

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