- They should always deal with you in a courteous, constructive and prompt manner, and they should show you evidence of their identification before they enter your home, including their name and their job title.
- They should not use any selling techniques designed to pressurise you into making an immediate decision, for example, by offering you an artificially high initial price following by a discount, by offering a discount for signing the contract on the day, or claiming that there is a limited availability of a product which means you have make a quick decision.
- You have the right to expect that any goods they supply will perform properly and be fit for their purpose, and that all services will be performed with reasonable care and skill.
- On the basis that you might not be an expert in EV home chargepoints, they must provide you with all the information necessary to help you choose the most suitable EV chargepoint for you; they should explain clearly how a product will work and benefit you, and how you can get the best from it.
- Any advertising materials they show you, including anything you see on their website or social media pages, must be legal, honest, decent and true; information provided and claims made must not be ambiguous or misleading.
- Before you sign a contract, they must have carried out a site survey (this may be done remotely) and an assessment of the suitability of your property for a home chargepoint, including the adequacy of our electricity supply.
- Before your sign a contract, they must give you key information in writing, which should be left with you after the visit, including:
- technical and other information set out in the IET Code of Practice
- a detailed quotation
- information about this Code
- They must give you a written contract, which includes clear and accurate information about your rights to cancel and all other applicable terms and conditions. You should not agree a contract which is not in writing, and you should never be asked to pay a deposit before you’ve signed a contract.
- They should not ask you to pay a deposit that represents more than 15% of the overall cost of the contract. If you have not paid a deposit using a credit card, they must demonstrate that they have protected your deposit, so that should their business become insolvent or cease to trade before the contract is complete, the deposit can returned or the contract can be completed by another installer.
- They must provide evidence to you that they have notified the relevant DNO of your installation (notification must be done either before or after the install depending on the results of the maximum demand assessment; your installer will be able to advise you on the notification requirements).
- They must provide you with a guarantee of their workmanship for a minimum of 3 years and must ensure that they have arrangements in place such that, in the event that they should become insolvent or cease to trade during the term of this guarantee, you will have redress should problems arise.
Once you have installed your home chargepoint, why not tell us how you found the experience? You can give us feedback via firstname.lastname@example.org.
To log a complaint about one of our members visit What to do when things go wrong.