WHAT WE DO

Consumer
Protection

The protection offered by HICS, which includes comprehensive insurance backed guarantees and first class mediation services, ensures consumers are protected before, during and after their installation.

This level of protection helps provide consumers with the trust, confidence and peace of mind that their installation will be carried out by a vetted installer; and that HICS’ expert mediation team can assist to help resolve any disputes should any problems arise.

Deposit and stage-payment protection insurance

The deposit and stage-payment protection insurance covers up to 25% of the contract value (maximum limit of £5,000) for 120 days (terms and conditions apply). We provide this protection to cover you in the unlikely event that the member cannot complete your installation because they are no longer trading.

To benefit from this protection (which we pay for):

• the member must have registered your installation on our online portal;
• you must have entered into a contract with the member, named as supplier on the certificate;
• you must be able to provide proof of your contract with the member, named as supplier on the certificate;
• you must be able to provide proof of the payments you have made to the member, named as supplier on the certificate; and
• the member must have ceased (stopped) trading, and if they are a limited company, Companies House must have confirmed this.

No protection will be in place until we have written to you to confirm we have arranged this, after the member has registered your installation on our system, and in line with the conditions above. If you have not received our letter confirming we have arranged your protection within five working days of you signing the contract, please contact our member or us as soon as possible as your payments will not be covered.

Please note, the insurance we buy and the protection scheme we operate do not cover any payments (deposits and stage payments) of more than 25% of the contract value (or the maximum limit of £5,000) that you make to the member before the installation is finished and the contract is completed.

Insurance-backed guarantee (IBG)

An IBG provides protection if the member ceases (stops) trading and cannot honour the terms of their written guarantee (terms and conditions apply).

To benefit from an IBG (which we pay for):

• your installation must be fully completed to your satisfaction, there must be no faults and you must have paid all amounts due direct to the member, named as supplier on the certificate; 
• you must have a contract with the member, named as supplier on the certificate;
• you must be able to provide proof of your contract with the member, named as supplier on the certificate;
• you must be able to provide a copy of the written guarantee you received from the member, named as supplier on the certificate; and
• the member must have ceased (stopped) trading, and if they are a limited company, Companies House must have confirmed this.

No cover will be in place until you have received your IBG certificate. If you have not received your IBG certificate, please contact the member to ask for it.

Alternative Dispute Resolution (ADR)

When you have entered into a contract with a scheme member, you can benefit from free access to our mediation services to help resolve a dispute you may have with them.

During the mediation process, the mediator may arrange for an independent inspection to be carried out on the installation (if they consider this appropriate). This service is also free to you.

We will not be able to investigate your complaint if you are taking, or have already taken, a form of legal action. 

HICS is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015

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Products Covered

Consumer Protection