The Customer Insights team at MCS will start contacting a selection of customers who hold an MCS certified installation from May 2026, the certification body has said. The stated purpose is to verify the MCS certificate and to check that the installation process was delivered to the customer's satisfaction1.
MCS says it will only make contact where the customer has already agreed to receive communications from the organisation1. It states that the only channels it will use for this work are telephone on 0333 103 8198 and email at insights@mcscertified.com1. The same page sets out other circumstances in which the team makes contact: where a customer has asked for information, where a complaint has been made, and where an installation was delivered through the Boiler Upgrade Scheme, in which case MCS says it monitors for fraudulent activity and confirms installation details by email at boilerupgradescheme@mcscertified.com or by phone on the same number1.
The announcement sits within MCS's wider scam-awareness guidance, which states that MCS never cold calls and never asks customers to buy items such as warranties1. It also states that MCS never shares customer details with installers or asks installers to contact customers on its behalf, and that any installer claiming otherwise is not telling the truth1.
"From May 2026, the Customer Insights team at MCS will be reaching out to a selection of customers with an MCS certified installation to verify your MCS certificate and make sure the installation process was delivered to your satisfaction."
| Contact route | Detail |
|---|---|
| Phone | 0333 103 8198 |
| Email (Customer Insights) | insights@mcscertified.com |
| Email (Boiler Upgrade Scheme checks) | boilerupgradescheme@mcscertified.com |
MCS has not reported how many customers will be contacted, how they are selected, or what happens to the information gathered. Those details have not been published1.
Why it matters for households
An MCS certificate is the document that records a renewable installation to a recognised standard, and it is the paperwork that underpins access to grants, export payments and, in some cases, proof of what was fitted when a home is sold.
For a household that has invested in solar panels, a heat pump or battery storage, the certificate is part of the evidence trail that supports the home's energy independence. A verification call or email is a check on that record rather than a sales approach, and MCS states plainly that it will not ask for payment or sell warranties1. Because scammers have imitated the MCS brand, the published phone number and email addresses are the reference points against which any contact can be checked1.
Where a certificate was never issued, or was issued late, MCS also publishes guidance on whether an MCS installation can be certified retrospectively, covered in can an MCS installation be certified retrospectively?. Background on how installation businesses operate is available in BOXT vs Heat Geek, and the wider set of consumer guides sits under the installers and retailers hub.
What happens next
Contact begins in May 2026 and is described as ongoing rather than a one-off exercise1. MCS directs anyone who believes they have been targeted by a scam to the Citizens Advice Consumer Service on 0808 223 1133, which it says will ensure the relevant regulatory authorities are informed, and asks customers to notify its own Customer Support Helpdesk as well1.
Sources3 cited
- Be Scam Aware - MCS, mcscertified.com
- Your Renewable Installation - MCS, mcscertified.com
- Your Renewable Installation - MCS, mcscertified.com