Complaints Policy
Our commitment
At Eco Providers Ltd we aim to get things right first time, but we know that sometimes things go wrong. If you are unhappy with any part of our service, we want to hear about it so we can put it right.
This policy applies to all of our work, including insulation, heating, solar and other energy efficiency measures, whether privately paid for, financed, or delivered under ECO or other grant-funded schemes. It also covers complaints about work carried out by our subcontractors, for which we take full responsibility, and claims under your workmanship guarantee.
Making a complaint is free of charge. We will treat you fairly and politely, deal with your complaint promptly, and keep you informed throughout. As a TrustMark Registered Business, we handle complaints in line with the TrustMark Code of Conduct and Customer Charter.
How to make a complaint
You can contact us by phone, email or post:
| Method | Details |
|---|---|
| Phone | 0330 0580236 |
| [email protected] | |
| Post | Complaints, Eco Providers Ltd, Dutton Manor Mill, Clitheroe Road, Longridge, PR3 2YT |
To help us deal with your complaint quickly, please include:
- your name, address and the best way to contact you
- the address where the work was carried out, if different
- what the problem is and when it started
- any photos, documents or reference numbers that may help
- what you would like us to do to put things right
If you need help making a complaint, or would like a family member, friend or adviser to act for you, just let us know. We will make reasonable adjustments for anyone who needs extra support, for example because of health, disability or language.
What happens next
We will acknowledge your complaint within 7 working days and send you a final written response within 8 weeks.
- Acknowledgement. We will confirm in writing that we have received your complaint, who is dealing with it, and how we will handle it.
- Investigation. A senior member of our team will review your complaint and your project history. Where needed, we will arrange a site visit to inspect the work.
- Safety first. If your complaint raises a possible safety issue, we will act on it straight away rather than wait for the investigation to finish.
- Keeping you updated. We will keep in touch while we investigate, and tell you if anything is taking longer than expected.
- Final response. We will write to you with our findings and what we will do to put things right.
We keep a record of every complaint for at least six years, or for the length of any guarantee if longer, in line with data protection law. We review complaints regularly to improve our service.
Finance complaints
Complaints about our work
If your complaint is about the installation, the products, or the service you received from us, please contact us at [email protected], on 0330 0580236, or by post at Dutton Manor Mill, Clitheroe Road, Longridge, PR3 2YT. We will acknowledge your complaint and tell you how we will handle it.
Complaints relating to finance
If your complaint relates to the finance agreement itself, including the terms of the agreement, payments, the way the finance was explained to you, or the administration of your finance agreement, please contact Hometree Finance, a trading name of HTG Finance Limited, directly at [email protected].
If you are unhappy with the outcome of your complaint, or you have not received a final response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The service is free and independent.