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, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time. 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
Make sure 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 tell us about your complaint in the following ways:

In person: Office 25B Aire Valley Business Centre
Lawkholme Lane, Keighley
West Yorkshire, BD21 3BB

In writing: write to us at the address above, please address your letter to The Complaints Manager

By Telephone: 0330 055 2210

By email: info@cleverenergyboilers.co.uk

How long will it take?
We will aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:

Why we have not resolved your complaint

Who is dealing with your complaint

When we will contact you again

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

If we cannot reach agreement with you
If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:

Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision
OR
– Issue our final decision letter which will explain our final position

Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 0234567

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

Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk

Alternative Dispute Resolution
In the unlikely event we are unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

You can access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

Company details

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