MCS published details on 10 September 2026 of how consumer protection will work under its redeveloped installer Scheme, which it says is now rolling out across its installer base1. The scheme body describes the changes as a shift in its own role, from standard setter to consumer protection organisation, and says the scheme is officially recognised by Government1.
Under the redeveloped Scheme, every certified installer must follow the principles in the MCS Customer Commitment, which MCS says is provided to every customer at the first point of contact and sets out an installer's responsibility towards their customers, including to abide by relevant consumer protection law1. MCS says its field-based quality team has grown over the past year to conduct on-site compliance checks of certified installations across the UK, and that these checks can be proactive, where installations are randomly selected, or reactive, to investigate complaints1. MCS adds that it will contact every recipient of an MCS certified installation to check they understand their protections and documentation, gather feedback on their experience and identify possible issues early1.
Complaints are now managed in-house by MCS, which describes itself as the single point of contact where a customer and installer cannot reach a resolution1. In that role MCS says it will manage communication between all parties, work with the installer to reach a resolution and undertake a technical review of the installation if needed1. Where no resolution works for both parties, MCS provides alternative dispute resolution, which it says is free for both installers and consumers, with the findings binding on the installer1.
"This is free for both installers and consumers"
On financial protection, MCS says every certified installer will need to purchase an approved financial protection product on behalf of domestic customers1. It says these products align with principles set out by the Competition and Markets Authority for fair and transparent consumer protection and reflect key recommendations of the National Home Improvement Council's "Protect What Matters" report1. The entitlements are set out as follows1:
| Protection | Detail |
|---|---|
| Remediation | If there is a failure in installation design and/or workmanship |
| Installer failure | Protection if an installer goes out of business or refuses to carry out work promptly |
| Cover period | At least six years from the moment of installation |
MCS describes the products as a significant improvement on the previous Insurance-Backed Guarantees, and says six years is far above the two-year standard minimum1. It also says the redeveloped Scheme has streamlined its Standards to focus on "technical truths" that can be applied to any installation, making them easier for installers to engage with, though the requirements themselves are not changing1. The Standards are developed in consultation with industry through MCS Technical Working Groups1.
Why it matters for households
For a household weighing up a heat pump, solar panels or another certified renewable installation, the practical question is what happens if the work is faulty or the company stops trading. Under the arrangements MCS describes, a domestic customer would have a single body to approach when a dispute with an installer cannot be settled directly, a dispute route that costs the household nothing and binds the installer, and a financial protection product carried by the installer rather than bought by the customer1. The minimum six-year cover period is longer than the two-year standard minimum MCS cites, which matters because defects in design or workmanship may not appear in the first year or two1. MCS has not reported the cost of the financial protection products to installers, or whether that cost is expected to reach customers through pricing.
What happens next
MCS says the redeveloped Scheme is now rolling out across its installer base and that it is rolling out dedicated consumer protection training to installers operating under it1. No completion date for the rollout has been reported1.
Sources1 cited
- How MCS is transforming consumer protection for renewables - MCS, mcscertified.com