LEGAL / INFORMATION
Last updated: 1 November 2026
1. Our commitment
SolaMax is operated by Maksym Kamakin, a UK sole trader trading as SolaMax. We aim to provide clear communication, professional project management, appropriate technical support and fair handling of customer concerns. If you are unhappy with our service, we want to understand what has happened and work towards a reasonable resolution. Business correspondence address: 2 Seacole Way, Horley, RH6 8TB, United Kingdom.
2. How to raise a complaint
Please contact us using maksym@solamax.co.uk or write to 2 Seacole Way, Horley, RH6 8TB, United Kingdom. Include your name, contact details, installation address or quote reference if applicable, a description of your concern, relevant dates and the outcome you are seeking. Photos or documents may help. Please do not send unnecessary sensitive information.
3. What happens next
We will acknowledge receipt and tell you who is handling the matter. We will review the relevant quotation, contract, communications and any available technical evidence. We may ask for further information or arrange an inspection if appropriate. We will explain our findings, any proposed remedy and next steps in clear language. If we need more time, we will explain why and provide an update. We aim to acknowledge complaints promptly and provide updates as the review progresses. Where a specific timescale applies to your contract or an applicable scheme, we will follow it.
4. Technical and warranty concerns
If your complaint concerns equipment, installation quality, commissioning or performance, we will assess the matter against the agreed specification, applicable legal rights and relevant warranty documentation. We may involve an installer, manufacturer or specialist where necessary, while remaining your main contact for coordinating the response where that is our contractual responsibility. A complaint may require an on-site inspection or equipment diagnostics before the appropriate remedy can be decided. We will explain whether any charges could arise before carrying out chargeable work.
5. Safety issues
If you suspect an electrical or fire hazard, stop using the affected equipment if it is safe to do so and follow the manufacturer’s emergency guidance. Do not open electrical equipment or attempt repairs yourself. In an immediate emergency, contact the emergency services or the relevant network emergency service. Tell SolaMax about the issue as soon as it is safe.
6. If you are not satisfied
If our response does not resolve your complaint, please tell us why. We will review any new information and explain our final position. Where an independent alternative dispute resolution scheme or other complaint arrangement is available or required in relation to your contract, we will provide relevant information when communicating the complaint outcome. You may also obtain independent consumer advice from Citizens Advice at https://www.citizensadvice.org.uk/consumer/. Nothing in this procedure limits your statutory consumer rights or ability to pursue lawful remedies.
7. Privacy and records
We will use complaint information to investigate and respond to the concern and to meet applicable legal obligations. We retain relevant records in accordance with our Privacy Policy and documented retention arrangements.
8. Review
We periodically review complaints to identify service improvements and update this procedure when necessary.