Complaints Policy

Where We Are Your Only Principal Firm

Complaints about our work

If your complaint is about the installation, the products, or the service you received from us, please contact us at Info@consciousenergy.co.uk, on 0151 303 0220, or by post at 48-52 Penny Lane, Mossley Hill, Liverpool, L18 1DG. 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 hello@hometreefinance.co.uk.

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.

Note that this routes finance complaints to EMAIL ONLY. The freephone number is not used here and that is deliberate, not an omission.

 

Where You Have More Than One Principal

If you are introducing two lenders you cannot tell every customer that finance complaints go to Hometree, that is only true for the customers whose agreement is with us. The wording has to route the customer by the agreement they actually hold, and give them a way to find out which that is.

 

Complaints about our work

If your complaint is about the installation, the products, or the service you received from us, please contact us at Info@consciousenergy.co.uk, on 0151 303 0220, or by post at 48-52 Penny Lane, Mossley Hill, Liverpool, L18 1DG. 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 its terms, payments, or how the finance was explained or arranged, please contact the lender named on your finance agreement rather than us.

 

We introduce customers to more than one finance provider:

If your agreement is with Hometree Finance (a trading name of HTG Finance Limited), please contact them at hello@hometreefinance.co.uk.

If your finance was arranged through Phoenix Financial Consultants Limited (Company no. 7436334), please use their complaints route at https://www.phoenix-fc.co.uk/finance_faq.

If you are unsure which lender your agreement is with, please contact us and we will confirm the relevant lender and provide you with their complaints contact details. If appropriate, we can also forward your complaint to the relevant lender and let you know that we have done so.

If you are unhappy with the outcome of your finance 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.