Customer Service Team
0330 520 2053
A clear route when something needs attention
Customer care and resolution
Tell REST what has happened, what outcome you need and which project records can help the team investigate properly.
Operations escalation
Hassan Abdalla · 0330 520 2053 / 07725 536964
Evidence-led review
Contract reference, dates, photos and correspondence help the team investigate.
Independent routes
HIES or the finance complaint route may apply if direct resolution is unsuccessful.
REST resolution route
Raise the issue early and keep the information together.
REST's contract asks customers to report a problem as soon as possible so the Customer Service Team can make reasonable efforts to resolve it.
Contact Customer Service
Call 0330 520 2053 or submit the form with the project reference and a clear description.
Provide supporting details
Include relevant dates, photos, monitoring screenshots, documents and previous correspondence.
Escalate to Operations
If you remain dissatisfied, contact Operations Manager Hassan Abdalla on 0330 520 2053 or 07725 536964.
Use the relevant independent route
Finance matters should follow the lender and Financial Ombudsman route. Other qualifying contractual disputes may be referred to HIES.
Help the team understand the outcome
A useful complaint explains the issue and the resolution being requested.
You do not need legal language. A clear timeline and practical requested outcome are more useful.
Your name, installation address and contract or quote reference
When the issue started and when REST was first notified
What has happened and how it affects the system or customer journey
Any troubleshooting already completed
Photos, monitoring screenshots or documents that support the case
The action or explanation you believe would resolve the matter
Independent resolution
The next organisation depends on the nature of the complaint.
REST's contract separates finance complaints from non-finance contractual disputes.
Finance or loan complaint
Contact the finance company first. If it cannot resolve the complaint, the Financial Ombudsman Service may be able to review it.
Non-finance contractual dispute
Where direct resolution is unsuccessful, HIES may assist with a qualifying dispute under its current scheme process.
Legal and consumer advice
Citizens Advice and Trading Standards can explain statutory consumer rights. The REST contract does not restrict those rights.
Questions
Useful answers before you continue.
No. The REST contract states that statutory rights relating to services and goods remain unaffected.
Start with the lender or finance company named in your agreement. Their final response should explain any right to refer the matter to the Financial Ombudsman Service.
No. HIES support depends on the subject, membership, contract and current scheme rules. Contact HIES for confirmation of whether a dispute falls within its process.
Keep the contract, quote, payment records, installation documents, certificates, warranties, emails, photographs and a note of calls or visits.
Customer-care case
Give the team a clear starting point.
This form sends the information needed to locate the project and begin a review.