Home Energy and Lifestyle Management: Complaints

Department for Business, Energy and Industrial Strategy written question – answered on 26th March 2020.

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Photo of Alan Brown Alan Brown Shadow SNP Spokesperson (Energy and Climate Change)

To ask the Secretary of State for Business, Energy and Industrial Strategy, what the (a) criteria and (b) calculations were for offers of a (i) reduction and (ii) cancellation made by (A) the Green Deal Finance Company and (B) his Department to customers who have made a complaint on green deal mis-selling by Home Energy and Lifestyle Management Ltd (HELMS).

Photo of Kwasi Kwarteng Kwasi Kwarteng The Minister of State, Department for Business, Energy and Industrial Strategy

Each complaint is considered individually by the Secretary of State in line with the Green Deal Framework Regulations.

The Secretary of State has the power to reduce or cancel loans where there has been a breach of the relevant rules, and he is satisfied that the consumer has suffered, or is likely to suffer, a substantive loss. One of the requirements in the Regulations is to impose a sanction that is proportionate to the breach it is imposed upon. Further information on the legislative requirements is available in the Sanctions guidance, which can be found at: https://www.gov.uk/government/publications/guidance-on-green-deal-sanctions-and-appeals

Details of any proposed sanction, including reasons for intended decision and associated calculations, are made available in intention notices issued to affected parties. Any proposed sanction by the Secretary of State, intends to bring the consumer closest to the position they would have been in had the identified breaches not occurred. The sanction will vary depending on the nature of individual cases.

The Green Deal Finance Company are a private company, and as such do not routinely share data around complaints, or their approach to providing redress to consumers with the Department.

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