Jon Nicholas

Hello,

My name is Sophia and I’m a Customer Happiness Specialist at our London site.

Thank you for taking the time to send that feedback over. As a company we pride ourselves on always providing the best service we can, so we really do appreciate it when you take the time to let us know what we could do better so we can learn from it. I am sorry to hear about the issues you are experiencing and wanted to clarify a few things. Our export process is not intended cause inconvenience but unfortunately if there is an instance when a customer doesn't have an MCS (Microgeneration Certification Scheme) certificate for their solar installation, there is a £250 administration fee. This fee covers the extra work our team needs to do to verify your installation’s safety and compliance without the standard MCS certification. We need to carefully review additional documents like your Electrical Installation Certificate, Building Regulations Certificate of Compliance (if applicable), and a letter from your Distribution Network Operator (DNO) confirming your installation is approved for export. This process requires more manual checks and coordination, which is why the fee is necessary.

Regarding the issues with your smart meter, we are sorry to hear this has been your experience. A smart meter should never be doubling your usage unless there is a fault with the meter. I have reached out over email so we can continue a line of communication and hopefully resolve this for you.

Please do reach out if there is anything further we can assist with and we hope you have a lovely day!

Kind regards,
Sophia

Dear John,

Thank you for your feedback. We have been unable to locate any information relating to the issues you have described. We would therefore urge you to reach out to us directly at info@ces-limited.com so that we can look into this further.

Best regards,
Consumer Energy Solutions

Hi Jon,

It can take 4-6 weeks to produce your final statement, and initiate your refund, after you switch as we have to exchange some information with your new supplier.

If you can send us an email to trustpilot@ovo.com and include your name, DoB, address, and postcode, please, I'll check this for you.

Thanks,
Dave

Dear Jon,

Thank you for taking the time to leave your feedback. We’re genuinely sorry to hear that you feel let down.

We do, however, want to be clear that the behavioural allegations mentioned are very serious and do not reflect the standards we expect from anyone representing CES. At this moment, we have no evidence to support these claims, so we would kindly ask — if you do have anything concrete (such as recordings, photos, or specific details) — that you please reach out to us directly at info@ces-limited.com
so we can look into it properly.

We never want any customer to feel dissatisfied or unsupported, and we’re more than happy to review any issues you may be experiencing with your system so we can help put things right.

Thank you again for bringing your concerns to us, and we hope to hear from you so we can investigate and assist further.

Kind regards,
Consumer Energy Solutions

Dear Jon,

Thank you for your great feedback! We’re really pleased to hear that Liam and Patrick arrived promptly and carried out your solar panel installation efficiently and professionally. It’s fantastic to know you were happy with their work and found them polite and hardworking throughout the process.

We truly appreciate your recommendation — it means a lot to the whole team.

Kind regards,
Consumer Energy Solutions