Vetted membership
Members pass an accreditation process and remain subject to scheme requirements.
Support before, during and after installation
HIES consumer protection
A plain-English guide to the protection mechanisms available when a qualifying homeowner contracts with a HIES member.
Independent standards and customer protection explained clearly.Financial protection
Qualifying deposits, stage payments and guarantees may receive defined insurance protection.
Advice and mediation
Independent support is available when a matter cannot be resolved directly.
Ombudsman route
Eligible disputes can progress through the scheme's independent resolution process.
Protection made practical
HIES adds an independent layer around the installer contract.
The scheme is designed to improve confidence and provide defined routes for advice, financial protection and dispute resolution. Cover depends on registration, confirmation and the applicable policy or scheme terms.
Deposit and stage-payment protection
HIES states that qualifying cover can protect up to 25% of the contract value, capped at £5,000, for 120 days from signing. Protection starts only after written confirmation.
Insurance-backed guarantee
An IBG can provide defined protection if the installer ceases trading and cannot honour the written guarantee, subject to its policy terms.
Alternative dispute resolution
HIES can offer advice and mediation when the customer and installer have been unable to resolve a qualifying contractual dispute.
Independent inspection or Ombudsman
Where appropriate within the scheme process, support can include inspection and access to independent final review.
Before relying on cover
Read the confirmation and policy documents issued for your installation.
Do not assume a logo alone means every payment or circumstance is covered. The contract, registration, written confirmation and policy wording determine the protection.
Check the installer name and contract details are correct
Keep the HIES registration and protection confirmation
Read the deposit or stage-payment limits and time period
Keep the written workmanship guarantee and IBG policy
Report a problem to REST as soon as possible
Follow the HIES escalation route if direct resolution is unsuccessful
How resolution works
Start with REST, then use the independent route if needed.
Most issues should first be raised with the company so the project records and technical details can be reviewed.
Tell REST what has happened
Provide the contract reference, property, dates, issue and supporting evidence.
Allow direct investigation
The customer-care and operations teams review the project and proposed resolution.
Escalate internally
If unresolved, follow the Operations Manager route shown on the Customer Care page.
Refer a qualifying dispute
A non-finance contractual dispute may then be referred to HIES under its current process.
Questions
Useful answers before you continue.
No. Protection depends on the scheme requirements and written confirmation. HIES states that no cover is in place until it has written to the consumer and confirmed it.
It is a separate insurance policy intended to protect defined workmanship-guarantee obligations if the installer ceases trading, subject to the policy terms and exclusions.
No. Scheme support sits alongside statutory consumer rights and does not remove the right to seek independent advice or take legal action.
Complaints about a finance agreement should first be raised with the lender. If unresolved, the Financial Ombudsman Service may be the appropriate independent route.