Consumer Protection, Made Simple
A Chartered Trading Standards Institute (CTSI) approved Consumer Code, HIES is a leading consumer protection organisation covering the installation of home energy products. Our promise is to ensure all consumers are respected, protected and educated on their home improvement journey.
When you enter into a contract with a member of HIES to install renewable products at your home in England, Scotland, Wales or the Isle of Wight, you should receive the following.
Vetted and accredited installers
All members have successfully passed our strict accreditation process for the product (or products) they want to be accredited for. We also monitor them continuously.
Consumer advice line
We are on hand to answer any questions you may have once you have entered into a contract with a scheme member.
Deposit and stage-payment protection insurance
This covers up to 25% of the contract value (maximum limit of £5,000) for 120 days (from the date you sign the contract), once your installation has been registered with us.
Insurance-backed guarantee (IBG)
An IBG provides protection if your installer ceases (stops) trading and cannot honour the terms of their written guarantee. You will receive an IBG once the member has added in a date on our system to show when they completed your installation.
Alternative dispute resolution
Our expert mediators are always on hand to help resolve any disputes you may have with one of our members.
Access to an ombudsman
You will have free access to an ombudsman if we cannot settle your complaint.
Please read the consumer advice section to understand the protection you may receive and the obligations you have.visit consumer advice section
I cannot praise enough HIES for their SUPER support with poorly installed solar PV system. Cathryn was absolutely fabulous in trying to get things resolved for me, there was never any delay or slack in keeping me informed at all times, our case had to be passed on to our finance company for full refund, Cathryn is still very much there if I need any help from her, praise needs to be given when its due to receive such great service, WELL DONE GANG.
If there was an option to rate HIES as 10 star, then I would. I cannot rate this company high enough to get things sorted. Tracy D from HIES was an absolute treasure in helping me deal with a very difficult company after we had an Air-Heat pump system installed incorrected back in 2017. HIES and Tracy have been our life line as the company was no doubt heading for liquidation which would have left me with a dodgy and unsafe system had HIES not intervened. Nothing was too much trouble and Tracy was relentless at getting things sorted between the installer and the manufacturer. I never had to chase up HIES and I was kept informed all the time, which made me feel that I was in good hands.
The service provided by HIES was very professional and timely. We could not have been more impressed. When the company we bought our solar panels went into receivership HIES were in contact with us and provided information about what would happen next. We were obviously concerned about contracts and finances regarding ongoing purchases. HIES organised alternative contacts and advised us what needed to be done. Previous contracts were honoured with a new company and we were not disadvantaged at all. We were very impressed by the support we received and the speed within which everything was completed. We felt more reassured than anxious during this process, and would like to say a big thank you, particularly to Cathryn.
I spoke to Tracy today to discuss some queries I had. She was very friendly and immediately clarified certain issues for me. She was very efficient and knowledgeable and quickly put my mind at ease. She explained things well to a complete novice! Thank you!
Excellent proactive support from Cathyrn at HIES when my air source heat pump installer lost their MCS accreditation part way through my installation. Other trade bodies linked to the installer refused to help, but HIES found a way for another installer to take over a part finished project. The new company corrected mistakes, commissioned the system and I now have my MCS Certificate and RHI payments guaranteed and my heat pump system is working well. Cathryn really went the extra mile over several months to achieve a successful outcome with the minimum of fuss and stress. Superb support.