Complaints Code of Practice

BRISK Solar, EPOS NI and BRISK Technology are trading names of Enhuk Limited, a company registered in Northern Ireland (company number NI646709), registered office Unit 1 Block A, Scrabo Business Park, Jubilee Road, Newtownards, Co. Down, BT23 4ZP.

• Making a complaint
• What we do when you complain
• Taking it further
• Things worth knowing
• Version

Making a complaint

If something has gone wrong, tell us. You do not need to use the word “complaint” and you do not need to put it in writing: if you tell us you are unhappy, we treat it as a complaint.

• Email: sales@brisk-solar.com
• Phone: 028 9099 1221
• Post: Complaints, Enhuk Limited, Unit 1 Block A, Scrabo Business Park, Jubilee Road, Newtownards, Co. Down, BT23 4ZP

If you need to contact us in a different way, for example because of a disability or accessibility need, tell us what suits you and we will use it. We can correspond by email only, arrange a call at a set time, or deal with a family member, carer or colleague you nominate.

This code is available free of charge, on our websites, and in large print or another format on request.

What we do when you complain

1. We acknowledge it within two working days. You get the name of the person handling it and a reference.
2. We investigate and come back to you within ten working days. If it will take longer, because it depends on a supplier or a network operator, for instance, we tell you that before the ten days are up, explain why, and give you a new date. We do not go quiet on you.
3. We tell you the outcome and why. If we got it wrong we say so and we put it right. If we do not agree, we explain our reasoning rather than simply refusing, and we tell you what you can do next.
4. If you are not satisfied, ask for it to be escalated. It goes to a director or senior manager, who reviews it independently of whoever handled it first. You do not need to justify asking.

Taking it further

Solar panels, batteries and EV chargers. We are not currently a member of a renewables consumer code, so there is no separate scheme complaints or arbitration route for this work. If we cannot resolve your complaint, you can get free, independent advice from the Consumer Council for Northern Ireland (consumercouncil.org.uk). Your legal rights, including under the Consumer Rights Act 2015, are not affected, and you keep the right to go to court.

Telecommunications services. If your complaint is about the telecommunications services we provide (phone lines, broadband, fibre and hosted voice), you can take it to an independent adjudicator at no cost to you if either six weeks have passed since you first complained to us and it is still not resolved, or we have written to you to say we have reached deadlock. Our scheme is CISAS, the Communications & Internet Services Adjudication Scheme, approved by Ofcom and run by CEDR: cedr.com/consumer/cisas, cisas@cedr.com, +44 (0)20 7520 3814, or CISAS, CEDR, 100 St Paul’s Churchyard, London EC4M 8BU. The scheme is open to residential customers and to business customers with ten employees or fewer. The adjudicator’s decision binds us, not you.

Complaints about how we use your personal information can also go to the Information Commissioner’s Office. See our Privacy Policy.

Things worth knowing

Faults are not complaints, until they are. Report a fault to support in the usual way and we will fix it. If you are unhappy with how a fault has been handled (how long it took, how you were kept informed), that is a complaint, and this code applies.

Complaining costs you nothing and does not affect your service. We will not disconnect you, refuse to deal with you or treat you differently because you have complained.

If your complaint is about a bill, tell us before the due date where you can. We will not chase or suspend a service over a sum that is genuinely in dispute while we are looking into it, but anything not in dispute remains payable.

Where the problem is really someone else’s, such as a network operator’s or a manufacturer’s warranty, it is still our complaint to handle. We pursue it with them and keep you informed. We do not hand you a phone number and call it resolved.

We keep a record of every complaint, what it was about and how it ended, and we review them so the same thing stops happening.

Version

Version 2026.09, published 1 September 2026. We review this code at least annually. The current version is always on our websites.