Complaints Procedure

Eco Grants Team Ltd — Complaints Procedure
Company Registration Number: 06377805
Registered Address: Unit 3 St. Ivel Way, Warmley, Bristol, BS30 8TY
Date: June 2026

Eco Grants Team Ltd is authorised and regulated by the Financial Conduct Authority FRN 727594. We act as a credit broker not a lender and offer finance from a panel of lenders.

How to Make a Complaint

You can make a complaint free of charge by any reasonable means including phone, email, post, or in person. We do not use premium rate telephone numbers.

Complaints Contact Details:

Our Commitment to You

If you need to make a complaint or express dissatisfaction, we will make it easy for you to do so. We treat every complaint as an opportunity to learn, improve, and provide a better service.

You have the right to:

Be treated fairly and sensitively
Be kept informed about what is happening with your complaint
Be advised of the service standards you should expect
Know the timescale for acknowledging and responding to your complaint
Know your right of appeal

What Happens After You Complain

Once we receive your complaint, we will:

Record it on your individual customer file and our complaints management system
Acknowledge your complaint in writing within 3 working days
Keep you updated on progress every week in your preferred method of contact (email, letter, or text)
Fully investigate your complaint competently, diligently, and impartially
Inform you of any third parties involved (such as a manufacturer or lender) and provide their contact details
Provide you with a final written response

We aim to resolve all complaints within 28 working days. In all cases you will receive a final response no later than 8 weeks from the date we receive your complaint.

Complaints Resolved Within 3 Working Days

If we are able to resolve your complaint to your satisfaction within 3 working days, we will send you a Summary Resolution Communication confirming the resolution and advising you of your right to refer the matter to the Financial Ombudsman Service if you later become dissatisfied.

If Your Complaint Is Not Resolved

If we cannot resolve your complaint within 8 weeks, we will write to you explaining why and provide you with details of the Financial Ombudsman Service so you can refer your complaint to them.

The Financial Ombudsman Service

If you are not satisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service — free of charge. You must do this within 6 months of the date of our final response letter.

Financial Ombudsman Service Exchange Tower, London, E14 9SR

Phone: 0800 023 4567 (free from most landlines), Phone: 0300 123 9123 (cheaper from mobiles), Email: complaint.info@financial-ombudsman.org.uk, Website: www.financial-ombudsman.org.uk

ou can also submit a complaint online at: www.financial-ombudsman.org.uk

Finance Customers — Additional Rights Under the Consumer Credit Act

If you used a finance option to fund your solar installation, you have additional legal protection under the Consumer Credit Act 1974.

Section 56 — You may make a claim against us and/or the lender if you believe the finance was mis-sold or misrepresented. We are committed to providing clear, fair, and not misleading information about all finance products.

Section 75 — If the cash price of the goods or services was more than £100 but less than £30,000, you may be entitled to make a claim directly to the lender if you are not satisfied with the products or installation provided. If the cash price was more than £30,000 and the loan amount is less than £60,260, you can only claim against the lender if we are unable to settle your claim.

If you have any questions about your rights under the Consumer Credit Act, please contact us using the details above.

What We Consider a Complaint

A complaint is any expression of dissatisfaction about our products, services, staff, actions, advertising, or any company acting on our behalf.

Formal complaint — A complaint that has not been resolved informally and has been submitted in writing or via our complaints form.

Informal complaint — A complaint received by phone, email, post, or in person that has not been formally submitted.

All complaints — formal or informal — are taken seriously and handled with the same care and attention.

Remedial Action

Where a complaint is upheld, remedial action may include one or more of the following:

Apology — A sincere apology where appropriate
Redress — A payment to restore you to the financial position you would have been in had things not gone wrong
Compensation for distress — Recognition of any upset, embarrassment, anxiety, or stress caused
Compensation for inconvenience — Recognition of the time you have spent trying to resolve the issue

Data Protection

All personal data provided in connection with your complaint will be held securely and used only to help process and resolve your complaint. We will not reveal your identity to any person not involved in handling your complaint. Complaint files are retained for six years after closure, or ten years for finance-related complaints.

Policy Review

This policy is reviewed and updated annually by the directors of Eco Grants Team Ltd to ensure it remains compliant with FCA regulations and any internal business changes.

Eco Grants Team Ltd is registered with Companies House at Unit 3 St. Ivel Way, Warmley, Bristol, BS30 8TY in England & Wales. Company number 06377805.