Bright Ray / Your home, considered
A solar quote can mention warranties without saying who actually holds them. This guide separates equipment cover, workmanship, monitoring support and complaints, so you know which documents to ask for before you sign.
Keep the cover with the equipment
Usually the equipment manufacturer, sometimes with installer cover
Who do I contact to make an equipment claim?
The company that carried out the installation
What protects me if the installer stops trading?
The monitoring provider, with support arrangements to be agreed
Who responds when the monitoring shows a problem?
The company you contract with, then any scheme it belongs to
Can I have your complaints procedure before I sign?
Panels, inverters and batteries usually carry a manufacturer's warranty. The installer may add its own cover on top, or may simply pass the manufacturer's terms on to you. These are different promises from different companies.
Read how a claim is made. Some warranties are claimed through the installer, others directly with the manufacturer, and the route matters if the installer is no longer trading.
Ask which party gives each warranty and get the named document for every major item of equipment.
Is this warranty from the manufacturer, the installer or both?
Find out who you contact, what proof you need and whether labour and removal costs are included.
Who do I contact if equipment fails?
Look for conditions such as required servicing, unapproved changes, damage from other causes or limits on performance.
What would make this warranty invalid?
Workmanship cover relates to how the system was installed, such as roof fixings, wiring and weatherproofing. It is separate from equipment warranties and is held by whoever carried out the work.
Ask how long it lasts, what it covers and what protects you if the contractor stops trading. Some arrangements are backed by an independent insurer or guarantee, others are not.
Ask for the written terms covering roof penetrations, electrical work and making good after repairs.
What exactly does workmanship cover include?
Ask whether any independent guarantee or insurance would protect you, and request proof of it rather than a verbal assurance.
What protects me if the installer stops trading?
Ask who is responsible if work causes a leak or damage, and how a report is made.
Many systems offer an app or portal showing generation and use. Find out who sets up the account, who owns the data and whether anyone watches the system for faults or you are expected to do so yourself.
Monitoring is not the same as maintenance or repair. Ask what support exists when the app shows a problem, and whether it carries a cost.
Ask that the account is set up in your name, with you holding the login details at handover.
Will the monitoring account be in my name?
Ask what information the monitoring service collects, who can see it and how to close the account.
Who can see my system data?
Ask whether anyone is alerted to faults, how you report one and what response to expect.
What happens when the system shows a fault?
Ask for the complaints procedure before you sign, not after something goes wrong. It should say who to contact, how a complaint is handled and what you can do if you remain unhappy.
Keep copies of the quote, contract, handover papers and any messages. They make a complaint easier to explain and resolve.
Request the company's complaints process in writing, including contact details and how complaints are acknowledged.
Can I see the complaints procedure before I sign?
Ask whether the company belongs to any scheme or ombudsman service you could use if a complaint is not resolved.
Where can I take a complaint if we cannot agree?
Store the contract, warranties, handover papers and messages together in one place.
Start with one email
Before you commit to any solar project, ask in writing what is covered and who handles it. Email Bright Ray Solar to ask about aftercare and complaints.
