Customer Feedback and Complaints Procedure

At Mazuwa Renewables, we want every customer to have a smooth, positive experience. If something doesn’t go as expected, we’re here to put it right quickly and fairly.

How to Contact Us

If you have feedback or want to raise a complaint, please get in touch:

  • Email: hello@mazuwa.com
    Phone: 020 242 4916 (Mon–Fri, 9am–5pm)
    Post: Mazuwa Renewables, The Views, Bratton Clovelly, EX20 4JW, Devon

Please include your name, installation address, and a brief description of the issue.

What Happens Next

  1. We acknowledge your complaint within 2 working days.
    You’ll get a confirmation and the name of the person handling it.

  2. We investigate your issue.
    This may include reviewing installation records, evidence from our engineers, and any photos or documents you’ve shared.

  3. We aim to resolve your complaint within 10–15 working days.
    If we need more time (for example, to order parts or arrange a technical visit), we’ll keep you updated.

If You’re Not Happy With the Outcome

You can ask for an internal review by a senior manager.
We’ll provide a further written response within 5 working days.

Independent Escalation Options

If you still feel the issue hasn’t been resolved, you can contact the relevant industry bodies:

RECC – Renewable Energy Consumer Code

For sales, service, or workmanship concerns.
www.recc.org.uk
020 7925 3570

MCS – Microgeneration Certification Scheme

For technical or installation quality concerns.
www.mcscertified.com
0333 103 8130

If your complaint relates to workmanship and we are no longer trading, you may be able to claim under your Insurance-Backed Guarantee (IBG) issued at installation.

Supporting Vulnerable Customers

If anyone in your household needs additional support due to medical, financial, or personal circumstances, please let us know so we can adapt our service.

Our Commitment

  • We act promptly and fairly

  • We communicate clearly

  • We follow MCS, RECC, and consumer law

  • We use all feedback to improve our services

We’re here to help — and we appreciate the opportunity to put things right.