Complaints Policy

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details at complaints@solarpanelfunding.co.uk, please include your postcode, telephone number, and email. This makes it easier to trace any information we hold. We have eight weeks to consider your complaint.

What will happen next?

  1. We will send you an email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our compliance officer, who will review your file and speak to the member of staff who acted for you.
  3. Our compliance officer will then give you a call to discuss your complaint in more detail.
  4. Within three days of the telephone call, s/he will write to you to confirm what took place and any solutions s/he has agreed with you.
  5. If you do not want a telephone call or it is not possible/he will send you a detailed email reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement email.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the complaint to be reviewed by a director.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.
  8. If you are still not satisfied
    • If your complaint regards to how your information is held or processed,
      you can then contact the Information Commissioner’s Office (ICO) to make a complaint: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
    • If your complaint regards to financial matters
      you can contact the Financial Ombudsman (FOS) to make a complaint here https://www.financial-ombudsman.org.uk/make-complaint

We appreciate the opportunity to resolve your concern, but you also have a right to complain to the commissioner, you can contact the Information Commissioner’s Office (ICO) to make a complaint: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, https://ico.org.uk/make-a-complaint/

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