1. Overview
1.1 This policy (Issue 1.1, last reviewed October 2026) explains how myenergi handles complaints about our products and service.
1.2 “Products” means zappi, zappi pedestal, eddi, eddi+, harvi, hub, and libbi, app, myaccount, gridpay.
1.3 This policy applies primarily to customers in England, Scotland, and Wales, but if you bought your Product through a different myenergi group company, such as myenergi Distribution (Ireland) Limited, myenergi APAC Pty Ltd in Australia, contact us to confirm which terms apply to you.
1.4 This policy sits alongside our Terms and Conditions of Sale, Product Warranty, and Privacy Policy. Where your complaint concerns a suspected fault in a Product, our Product Warranty sets out how repair and replacement claims work. This policy covers how we handle your complaint about that process, or about anything else you are unhappy with. These can be found via our website.
1.5 Raising a complaint costs nothing and does not affect your legal rights.
2. What counts as a complaint
2.1 A complaint is any expression of dissatisfaction about our Products or service, spoken or written, where you want us to look into it and respond. Examples include:
- A fault or performance issue with a Product
- Delays or problems with an order, delivery, or refund
- Poor service from our support team
- Concerns about how we handled your personal data
- Dissatisfaction with how we handled a previous complaint or warranty claim
2.2 Some requests are not complaints. General support requests, such as help setting up a Product, and routine product questions, go through our support team first. If a request goes unresolved, or you remain dissatisfied with the outcome, it becomes a complaint and this policy applies.
3. How to raise a complaint
3.1 Contact us through any of the following channels. Whichever you choose, you reach the same complaints process and the same response times.
- Online: support.myenergi.com
- Phone: +44 (0) 333 300 1303, Monday to Friday, 9am – 5pm (online is preferred)
- Post: Complaints Team, myenergi Ltd, Pioneer Business Park, Faraday Way, Stallingborough, Grimsby, England, DN41 8FF
3.2 To help us investigate quickly, include the following where you have it:
- Your name and contact details
- Your order number, serial number, or account details
- Confirmation your Product is registered in My Account, if the complaint relates to a suspected fault
- A description of what happened and when
- Any reference number from previous contact with us
- Photos, invoices, or messages relevant to the issue
4. What happens next
4.1 Acknowledgement. We confirm we have received your complaint within 5 working day and give you a reference number.
4.2 Investigation. A member of our complaints team looks into the issue. Straightforward complaints receive a full response within 10 working days. Complex complaints, such as those needing a technical review or input from a third party, receive a full response within 20 working days. If an investigation runs longer, we update you every 10 working days. Where your complaint involves a physical repair or replacement, these timeframes cover our communication with you, not the repair itself, which depends on parts and engineer availability.
4.3 Outcome. We give you a clear written outcome, including what we found and what we are doing about it.
4.4 Review. If you are not satisfied with the outcome, tell us and we arrange a review by a senior manager not involved in the original decision. We respond within 15 working days of your request.
5. Product faults and warranty claims
5.1 If your complaint relates to a suspected fault in a Product, it is handled under our Product Warranty, alongside this policy.
5.2 Contact us before arranging your own repair. Report a suspected fault to us first, by phone or through our support portal, with your proof of purchase. If you, or an installer you arrange yourself, repair the Product before contacting us, this may void your Product Warranty.
5.3 We investigate and, where a fault is covered, repair or replace the Product using our own service engineers or an authorised subcontractor. We do not reimburse costs for repairs you arrange independently unless we have agreed to this in advance and in writing.
5.4 Warranty claims must be reported within the Warranty Period that applies to your Product. This policy governs how we handle your complaint about the process, such as delay or poor communication. It does not extend or change the Warranty Period itself, which is set out in our Product Warranty.
6. Complaints about your installation
6.1 Many customers have their Product installed by an independent electrician or approved installer, not by myenergi directly.
6.2 If your complaint concerns the installation itself, such as wiring, positioning, or workmanship, contact your installer first. They hold the contract for the installation and are responsible for putting it right.
6.3 If your complaint concerns the Product itself, such as a fault, performance issue, or firmware problem, contact us directly using the process in section 5. We investigate regardless of who carried out the installation, provided the installation meets the standards set out in our Product Warranty.
7. Your rights under the Consumer Rights Act 2015
7.1 The Consumer Rights Act 2015 gives you rights against the party you bought your Product from, not against myenergi as the manufacturer. If you bought a Product through a retailer, wholesaler, or installer, your statutory rights sit with them.
7.2 If you bought directly from myenergi, through our own website or shop, these statutory rights sit with us instead.
7.3 Nothing in this policy or in our Product Warranty affects your statutory rights. Our Product Warranty provides benefits in addition to your statutory rights. Choose whichever route works best for you.
8. If you are still unhappy
8.1 If you have completed our process and remain unhappy, you have options outside myenergi:
- Citizens Advice offers free, independent guidance on your consumer rights. Visit citizensadvice.org.uk or call 0808 223 1133.
- Trading Standards, reached through the Citizens Advice consumer service, looks into breaches of consumer law.
- The small claims court handles disputes under a set financial limit, if you want a legally binding decision.
- The Information Commissioner's Office (ICO) handles complaints about how we use personal data. Visit ico.org.uk or call 0303 123 1113.
9. Liability
9.1 Looking into a complaint, or offering a repair, replacement, or gesture of goodwill, does not amount to an admission of liability by myenergi.
9.2 Our liability in connection with a complaint is subject to the same limits set out in our Product Warranty and our Terms and Conditions of Sale, including the exclusion of indirect and consequential losses and the cap on our total liability. These limits do not apply where the law does not allow us to exclude or limit liability, for example for death or personal injury caused by our negligence.
10. Supporting customers who need extra help
10.1 If you need extra support to raise or discuss a complaint, tell us. We offer:
- Extra time to respond
- A nominated friend, family member, or representative to speak on your behalf
- Information in a different format, such as large print
- A phone call instead of email, or the reverse
10.2 Let our complaints team know what would help, and we adjust our process to suit you.
11. Keeping your information
11.1 We handle any personal data you share with a complaint in line with our Privacy Policy and UK data protection law.
11.2 We use your information to investigate and resolve your complaint, and to spot patterns that help us improve our products and service. We keep complaint records for 6 years and then delete or anonymise them.
11.3 We do not share your data outside myenergi except where the law requires it, or where sharing it is necessary to resolve your complaint, such as passing details to a delivery partner, installer, or authorised subcontractor.
12. Unacceptable behaviour
12.1 We treat every complaint fairly and take a firm line on abusive, threatening, or discriminatory behaviour toward our staff.
12.2 If contact becomes abusive or unreasonable, we reserve the right to restrict it to a single channel, such as written correspondence, while we continue to work on the substance of your complaint.
12.3 We close a complaint when:
- You do not respond to a reasonable request for information within 20 working days. You will have communication from days 10 & 15 to prompt action from yourself.
- The complaint repeats a matter we have already fully investigated and answered, with no new evidence
- Contact becomes abusive, threatening, or discriminatory toward our staff
12.4 Closing a complaint under these conditions does not remove your right to use the external routes listed in section 8.
13. How we use complaints to improve
13.1 We review complaint trends every quarter. Where a pattern points to a design, manufacturing, or process issue, we feed it into product development and staff training.
13.2 Complaints make our products and support better. We want to hear from you when something goes wrong.
15. Reviewing this policy
15.1 Leadership will review this policy at least once a year, and whenever our complaints process changes.
Signed by Signature: Kieran Maclachlan Head of Customer Care Dated: 15 October 2026 |