Helping you resolve issues quickly and fairly
HIES provides a free, impartial dispute resolution service for homeowners.
We are approved by the Chartered Trading Standards Institute (CTSI) as an ADR Competent Authority, meaning our service meets recognised standards for fairness, independence, and effectiveness.
Our goal is to help you resolve issues with your installer fairly — without the need to go to court
What is Alternative Dispute Resolution?
Alternative Dispute Resolution is a process where an independent third party helps you and your installer resolve disputes and reach a fair outcome.
Our experienced Dispute Resolution Officers will:
- Listen to both sides
- Review the evidence
- Help find a practical and fair solution
ADR methods include:
- Mediation – discussing solutions to reach agreement
- Conciliation – offering suggestions to resolve disputes quickly
ADR can resolve disputes faster, fairer, and is less stressful than legal action.
How We Work
How the ADR Process Works
Step 1 - Contact Your Installer
Raise your complaint with the installer in writing and allow up to 14 days for a response.
Be clear about:
- What the issue is.
- How you would like it resolved.
Step 2 - Contact HIES
If the issue is not resolved, you can submit a complaint to HIES:
- Online: Submit a complaint form.
- Phone: 0344 324 5242.
- Post: Solutions House, Chorley Business & Technology Centre, Euxton Lane, Chorley, PR7 6TE.
Step 3 – Case Review
A HIES mediator will:
- Contact both you and the installer.
- Review the evidence.
- Work with both parties to resolve the issue.
Step 4 – Outcome
A final decision will be made based on the evidence available.
- You will receive a clear explanation of the decision.
- Documents will be available on request.
If the issue cannot be resolved, you may be able to escalate your case to the Dispute Resolution Ombudsman. This independent service is free of charge and provides a further review. Before taking any court action, the ADR and Ombudsman process should normally be followed, as it provides an opportunity to resolve disputes without legal proceedings.
Your Rights and Support
- You do not need legal advice or representation.
- You may be represented by a third party.
- You can receive a clear written outcome and the grounds for the decision.
- HIES ensures a fair, reasonable, and accessible process.
When We May Not Be Able to Help
- The installer has not had the opportunity to resolve the issue first.
- The complaint is frivolous or vexatious.
- The matter is (or has been) handled by another ADR scheme or court.
- The contract value exceeds £150,000.
- The complaint was submitted outside of the required period.
- Handling the complaint would affect our ability to operate effectively.
Contact HIES About Your Complaint
ADR Scheme Rules
To learn more about the HIES Alternative Dispute Resolution (“ADR”) Scheme Rules, please click here.