If your installation was completed by a FENSA Approved Installer who is no longer trading, you won’t be able to raise the issue directly with them.
But there are still some steps you can take:
1. Check your Insurance-Backed Guarantee (IBG) policy
If your installation was completed after 2014, you may have received an Insurance-Backed Guarantee (IBG) policy — also called a warranty insurance policy.
This is separate from your FENSA certificate and is issued by an insurance broker.
It may cover the installer’s written guarantee if they cease trading, subject to the policy’s terms and conditions. (See: If you haven’t received your IBG policy)
Contact the insurance broker directly to see if you can lodge a claim under your IBG policy.
Note: Installations completed in 2013 or earlier may not have an IBG policy, as these were not mandatory until 2014.
2. Check your home insurance policy
You may also want to review your home insurance policy, as some policies provide cover for remedial work or repairs.
If you don’t have insurance, it’s likely that you’ll need to cover the cost of any remedial work yourself. FENSA does not issue guarantees and will not be able to cover these costs.
Unfortunately, FENSA’s complaints team is unable to assist in these cases.