🌐 How We Can Help
👋 Welcome to NetRet’s Support Hub
Whether you're applying for PAS 2030 certification, delivering TrustMark work, or operating under the Flexi-Orb scheme, we're here to support you every step of the way. From training and inspections to audit preparation and complaint resolution, NetRet is your compliance partner for retrofit success.
📄 Complaints Process
If you have a concern about an installer, inspection, or retrofit project:
⏱ For high-risk or vulnerable situations, complaints may be fast-tracked.
PAS 2030:2023 Complaints
If you're an installer or contractor and wish to raise a concern regarding a certification decision, audit finding, or how NetRet has applied PAS 2030:2023 criteria, we're here to ensure transparency and fairness. This includes disputes over non-conformances or our interpretation of process compliance.
📧 Email: compliants@netretgroup.co.uk
📞 Call: 01633 741111
📄 Include: Your company name, certification number (if available), and the specific decision or finding you're challenging.
TrustMark Complaints
TrustMark is focused on consumer protection and quality workmanship. Complaints may relate to an installer’s conduct, workmanship, or interactions during or after installation. These can come from homeowners, tenants, or other stakeholders—including concerns about a NetRet inspector’s conduct.
🏠 For Homeowners or Tenants:
If you’ve had a poor experience with an installer registered under TrustMark, or if you’re concerned about the quality of work, please contact us.
📧 Email: complaints@netretgroup.co.uk
📞 Call: 01633 741111
🔗 You may also be referred to TrustMark’s formal complaint channels where appropriate.
Flexi-Orb Complaints
If your concern involves installations or services under Flexi-Orb (e.g., renewable technologies), we’re committed to upholding safety, performance, and customer service standards. As with TrustMark, complaints could relate to installers or assessors operating under our oversight.
⚡ For All Stakeholders:
Whether you’re a homeowner, installer, or other party, we encourage you to raise any issues for resolution.
📧 Email: complaints@netretgroup.co.uk
📞 Call: 01633 741111
Concern About NetRet
If you’ve experienced an issue directly with NetRet—such as how we’ve handled an audit, assessment, communication, or decision-making—we want to know. Transparency and continuous improvement are core to how we operate, and we treat all concerns with impartiality and care.
📧 Email: complaints@netretgroup.co.uk
📞 Call: 01633 741111
📝 Optional: You may also ask for your concern to be reviewed by an impartial officer not previously involved.
Links
If you have any questions please feel free to contact us for assistance.
Sustainable Energy Centre, Old Compton Place, Corporation Rd, Newport, NP19 4AD
