To ask Her Majesty's Government how long they expect the Secretary of State for Business, Energy and Industrial Strategy to take to decide a Green Deal appeal following an offer or refusal from the Green Deal Finance Company; and how often that expectation has been met.
10 December 2018
The Department has put in place a robust process for handling complaints relating to one particular Green Deal Provider, HELMS. As part of this process, the Green Deal Finance Company (GDFC) has made offers to many consumers and over 100 customers have had their complaints accepted and agreed offers from GDFC.
At the end of November, 61 appeals had been received by the Department for Business, Energy and Industrial Strategy following an offer or refusal of compensation from the Green Deal Finance Company. Of these, one appeal has been decided. The longest length of time outstanding for these appeals is 13 months and the average time for outstanding appeals is eight months.
The Department is committed to resolving those cases fairly and as quickly as possible. However, the complex and legal nature of the redress process prescribed by the Regulations and volume of information we receive from consumers means complaints take some time to resolve. The Department has obtained additional support to review cases in order to speed up the process and is aiming to address the backlog of appeals within the next few months.