Customer Information
& Your Rights
Everything you need to know about our commitments to you, how to raise a concern, and your rights as a consumer.
Business Information
| Trading Name | Blue Electrics |
| Registered Name | Direct Market Solutions Limited |
| Company Reg. No. | 05829714 |
| VAT Number | GB914801538 |
| Registered Address | Blue HQ, Brunel Way, Neath, SA11 2FP |
| Telephone | 0333 444 5553 | 01639 490101 |
| info@blueelectrics.co.uk | |
| Website | www.blueelectrics.co.uk |
| TrustMark Scheme Provider | NAPIT (National Association of Professional Inspectors and Testers) |
| TrustMark Registered Trades | Photovoltaic Systems | Electrical Energy Storage Systems (EESS) Classes 1, 2 & 3 |
| ADR Provider | Renewable Energy Consumer Code (RECC) — www.recc.org.uk |
Insurance & Financial Protection
| Public Liability Insurance | Aviva | Indemnity limit: £5,000,000 |
| Employers’ Liability | Aviva | Indemnity limit: £10,000,000 |
| Deposit Protection | IWA (Independent Warranty Association) — deposits protected up to 25% of contract value |
| Workmanship Guarantee | 10-year insurance-backed guarantee via IWA on all installations |
| Financial Protection | Required by RECC for all contracts over £500 + VAT, covering pre-payments, deposits and works in progress |
Full details of our insurance policies are available on our Insurance Policies page. For IWA enquiries contact their Consumer Helpline: 01604 654150 or visit www.iwa.biz.
Customer Feedback & Complaints Procedure
We take all feedback seriously and aim to resolve any concerns quickly and fairly. If you are unhappy with any aspect of our service, please follow the steps below. Your statutory rights under consumer law are not affected at any point.
Contact Us Directly
Email info@blueelectrics.co.uk or call 0333 444 5553. Please describe the issue clearly and include your reference number.
Written Acknowledgement
We will acknowledge your complaint in writing within 3 working days of receipt.
Investigation
We will investigate and provide you with a full written response within 14 working days. If we need more time, we will let you know.
Resolution
We will agree with you what action will be taken to put things right and carry out any remedial work as soon as possible.
Escalation
If we cannot resolve your complaint, you may refer the matter to our ADR provider, RECC, free of charge.
We keep records of all complaints for a minimum of six years, in line with our obligations under the TrustMark Code of Conduct. All complaints are handled in compliance with GDPR and the Data Protection Act 2018.
Alternative Dispute Resolution (ADR)
If we are unable to resolve your complaint directly, you have the right to refer the matter to our approved ADR provider — the Renewable Energy Consumer Code (RECC). RECC is certified through the Chartered Trading Standards Institute as an Alternative Dispute Resolution provider.
Renewable Energy Consumer Code (RECC)
How to raise a dispute: www.recc.org.uk/consumers/how-to-complain
Independent arbitration: www.recc.org.uk/consumers/how-to-complain/independent-arbitration
General information: www.recc.org.uk
RECC will allocate a caseworker to mediate between both parties. If mediation does not resolve the dispute, you can refer the matter to RECC’s Renewable Adjudication Service. An award made under this service will be final and legally binding if you accept the findings.
Disputes relating to MCS Installer Standards can also be referred to our MCS Certification Body — contact us for their details.
TrustMark Customer Charter
As a TrustMark Registered Business, we are committed to the following standards on every job we carry out. These are not just promises — they are requirements of the TrustMark Government Endorsed Quality Scheme, which we are regularly assessed against by our Scheme Provider (NAPIT).
For more information about TrustMark and the Government Endorsed Quality Scheme, visit www.trustmark.org.uk.
Consumer Rights & Legislation
Consumer Rights Act 2015
All products and installation work we supply must be of satisfactory quality, fit for purpose and installed correctly. If something goes wrong within the first 30 days, you have the right to reject it for a full refund. Within the first 6 months, the burden of proof is on us to show the fault was not present at the time of installation.
Consumer Contracts Regulations 2013
For contracts agreed at your home, you have a 14-day cooling-off period. We will always provide you with written details of your cancellation rights before work begins. If you ask us to start work before the 14-day period ends, you must confirm this in writing.
Consumer Protection from Unfair Trading Regulations 2008
We are committed to fair and honest trading at all times. We will never use pressure selling techniques, make misleading claims, or provide false information about our products, qualifications or experience.
Data Protection
We process your personal data in accordance with the Data Protection Act 2018 and UK GDPR. We will only use your data to deliver our services, process payments and fulfil our regulatory obligations. You have the right to access, correct or request deletion of your data at any time — contact us at info@blueelectrics.co.uk.
