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The Golden Rule is the method used to calculate the amount a consumer may borrow under a Green Deal Plan. The Golden Rule is based on the principle that the first year’s repayments should not exceed the estimated first year saving for a typical consumer, and the payment period should not exceed the savings period. Once a Green Deal Plan is agreed, it does not get re-assessed against the Golden Rule.
If a consumer has any questions about their Green Deal Plan or would like to submit a complaint, the established process is for them to contact their Green Deal Provider. This may be a different company from the one that completed the installation. If not resolved satisfactorily, the consumer may then approach the Green Deal Ombudsman or the Financial Ombudsman Service, depending on the nature of the complaint. Their decisions will be binding on the Green Deal Provider.