Complaints Policy

The Green Deal Factory Ltd trading as Clever Energy Boilers are authorised and regulated by the Financial Conduct Authority.

If you are not satisfied with any aspect of our services or products relating to your finance agreement, please tell us about your complaint.

If you’re not completely happy with our service, we’d like to hear about it so we can put things right.

We aim to provide the best products and service possible, but if something goes wrong, we want to:

  • Make it easy for you to tell us what went wrong
  • Give your complaint the attention it deserves
  • Resolve your complaint fairly and without delay
  • Ensure you are satisfied with how your complaint was handled

How and where to complain

If you are not satisfied with any aspect of our product or service, you can contact us in the following ways:

In person:
16 York House, Wool Gate
Cottingley Business Park
Cottingley, Bingley
West Yorkshire, BD16 1PE

In writing:
Please write to the address above and address your letter to the Complaints Manager.

By telephone:
0330 055 2210

By email:
info@cleverenergyboilers.co.uk

How long will it take?

We aim to resolve your complaint straight away. If we cannot, we will write to you within 5 business days to explain:

  • Why your complaint has not yet been resolved
  • Who is dealing with your complaint
  • When we will contact you again

Most complaints are resolved quickly, but more complex issues may take longer.
We will keep you informed throughout the process.

If we cannot reach agreement

If we cannot agree on a solution within 8 weeks and your complaint relates to our credit brokerage service, we will:

  • Send a letter explaining the delay and when you can expect a final decision, or
  • Issue a final decision letter outlining our position

If you are not satisfied with our final response, or if 8 weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

If you want the Financial Ombudsman Service to review your complaint, you must contact them within six months of our final response.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Company Details

Clever Energy Boilers is a trading name of The Green Deal Factory Limited.
Registered in England and Wales. Company number 07117118.