In short (UK): Solar deals that underperform, were over-sold on savings, or were poorly installed can still be challenged. Your main route is usually against the seller/installer under the Consumer Rights Act 2015 and related unfair-trading rules — not only a manufacturer warranty. This is general guidance, not legal advice.
Solar sales often lean on optimistic forecasts. This guide covers the core complaint map for mis-selling and underperformance — not a full claim pack. For a personalised plan and letter, use Refundly.
Common Solar Disputes
Exaggerated kWh or bill-saving claims; panels not suitable for your roof or shading; poor installation or commissioning; finance pushed without clear total cost; aftercare that vanishes once paid.
Legal Themes (High Level)
| Issue | Typical angle |
|---|---|
| Not as described / unfit | CRA goods and services standards |
| Misleading savings pitch | Misrepresentation / unfair trading themes |
| Botched install | Services not performed with reasonable care and skill |
| Paid by credit card (qualifying) | Possible Section 75 backup |
Important: Forecasts are often estimates — but hard promises in the quote or brochure matter more than vague “up to” marketing.
What to Do Next (High Level)
- Gather the quote, contract, brochure, and generation data.
- Compare promised vs actual output and bill impact in writing.
- Put the seller/installer on notice with a clear remedy (fix, price reduction, or refund).
- Set a response deadline and keep everything dated.
- Escalate via ADR, finance lender, card dispute, or ombudsman routes if they stonewall.
Sales promises, install date, and measured underperformance form the spine of the claim
What Your Complaint Should Cover
Contract parties and install date; what was promised in writing; how the system underperforms or was mis-sold; evidence (meter/app data, bills, photos); remedy wanted; that manufacturer warranty is optional parallel only.
Refundly structures a seller-facing letter from your sales pack and performance figures
Finance and High-Value Sales
Many solar installs sit in credit or finance territory. Complain to the trader first; if the breach is clear and they will not remedy, ask your card issuer or lender about joint-liability or complaint options.
Using Refundly
- Select home improvement / mis-selling style issue
- See CRA and complaint routes in plain English
- Build a promise-vs-reality timeline
- Personalised complaint letter
- Track and escalate
Final Tip
Treat the written quote as the baseline. Screenshot inverter/app output early — underperformance cases are won on numbers, not vibes.
General information for UK consumers only — not legal advice. See the Consumer Rights Act 2015.
Common questions
Short answers to common questions on this topic.
- Can I get a refund if my solar panels underperform?
- Possibly. If the system was misdescribed, not fit for the purpose you made known, or sold with unrealistic savings claims, Consumer Rights Act and misrepresentation arguments may support repair, price reduction, or refund — depending on the facts and what was promised in writing.
- What counts as solar panel mis-selling?
- Common themes include exaggerated generation or bill-saving figures, pressure sales, unclear finance, and claims that ignore your roof, shading, or usage. Keep the quote, brochure, and any recorded call notes.
- Who do I complain to — installer or manufacturer?
- Start with the company that sold and contracted with you. Manufacturer warranties can help with equipment faults, but they do not replace your rights against the seller for mis-selling or poor installation.
- What if I bought on finance or credit?
- Complain to the supplier first. For qualifying credit-card or regulated finance purchases, Section 75 or lender complaint routes may also apply once the trader will not put things right.
- How long do I have to complain?
- Act as soon as you spot underperformance or a mismatch with what was promised. Keep generation data, bills, and the original sales pack — delay makes evidence harder.