Step 1 — tell us
The quickest route is usually the phone, but any of these reach us:
- Call 01554 545400, Monday to Friday, 8am to 4pm
- Email hello@alphaenergygroup.co.uk
- Write to us at Alpha Energy Group Ltd, 58 Station Road, Llangennech, Llanelli SA14 8UE
It helps if you can give us your name and address, the date of the work, and what has gone wrong. Photographs are useful where there is something to see.
Step 2 — what we do
| Within 3 working days | We acknowledge your complaint and tell you who is dealing with it. |
|---|---|
| Within 14 working days | We give you a full written response. If we need to inspect the work first, we will arrange that with you and explain the delay. |
| Within 8 weeks | We issue our final response. If we cannot resolve things by then, we will tell you how to take it further. |
Step 3 — if you are still not satisfied
You do not have to accept our decision. Depending on the work, one of the following applies:
| RECC | For renewable energy work. RECC operates a free conciliation service and an independent arbitration scheme. recc.org.uk · our membership number [to be confirmed] |
|---|---|
| TrustMark | For any TrustMark-registered work. trustmark.org.uk · our licence number 3700224 |
| MCS | For complaints about a certified solar or heat pump installation. mcscertified.com · our certificate number BAB-254344 |
| Gas Safe Register | For concerns about gas safety. gassaferegister.co.uk · our registration number 951546 · or call 0800 408 5500 |
These schemes still hold our records under our former name, CT Eco Ltd — we changed our name to Alpha Energy Group Ltd on 4 July 2026 and the registers are catching up. Quote either name, or our company number 12528640, and they will find us.
If you paid a deposit or part of the cost by credit card, you may also have rights against your card provider under section 75 of the Consumer Credit Act 1974.
If you smell gas or suspect a leak
Do not use the complaints process. Call the National Gas Emergency Service immediately on 0800 111 999.
How we use complaints
We keep a record of every complaint and what we did about it, both because our scheme memberships require it and because it is the most direct way of finding out what needs fixing in how we work.