Did you know?
The boilers heating our houses are some of the most efficient available, saving you money and minimising CO2 emissions.
We are committed to providing a high standard of service to every customer. We recognise, however, that occasionally we may not live up to expectations and you may wish to raise matters with us.
If you have a complaint about any aspect of your EasyStart loan or other financial services complaints, you may contact us by phone, in person or in writing, either by post or email.
The Business Unit Managing Director will usually be best placed to deal with any issues with which you are dissatisfied and work with you to resolve matters.
If you send us a complaint by email, we will in the first instance, normally, and unless you tell us otherwise, respond to your email address. There may be occasions when we will need to respond by post, perhaps to ensure privacy, or to enclose documentation.
To help us investigate and resolve any problem quickly, please provide the following:
We will try to resolve your complaint as soon as we can. The first step is for us to understand what the problem is and to identify what we can do to put it right.
Sometimes we will not be able to resolve your complaint straight away. If we are unable to resolve your complaint by close of business on the business day following receipt, and we have not already contacted you to agree our proposal for resolving it, we will:
If your complaint is complex, we will keep you informed of the progress we are making as our investigations continue. We aim to resolve your complaint within 4 weeks. If we are unable to resolve your complaint within this time, we will send you a written update to explain what is happening and will let you know when we expect to resolve your complaint. We will send you a final response no later than 8 weeks.
If for whatever reason you are not satisfied with the outcome of your complaint, the matter will be referred to the Group Head office for review. They will try and agree with you what any next steps are in order for the complaint to be resolved satisfactorily.
Financial services complaints we cannot settle may be referred to the Financial Ombudsman Service.
You can contact the Financial Ombudsman Service at:Financial Ombudsman Service