Complaints

Version 2.0 Effective from 7 July 2025

Introduction

We are committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away and we will investigate the situation competently, diligently and impartially.

We are also a member of National Association of Commercial Finance Brokers (the NACFB) and adhere to their Code of Practice.  If you are unhappy with the way we have handled your complaint you may refer the matter to them for further investigation.

How to make a complaint

Firstly, let us know what has happened. You can call us, email us or write to us. Our contact information is detailed at the bottom of this document.

We will need to know:

  • your name and address;

  • ·your contract or loan number (if appropriate);

  • details of how we can contact you;

  • a clear description of your complaint and whether any third party is involved;

  • details of what you would like us to do to resolve your complaint; and

  • if appropriate, copies of any relevant supporting documentation.

Our policy following the receipt of a complaint

We aim to resolve all complaints as quickly as possible.

We will process the complaint in line with our Complaint Handling Procedure.  We will consider all the available evidence, the circumstances together with any relevant laws or regulations. We will keep the complainant regularly updated about what is happening and discuss our findings.

We will contact you within three working days to let you know we are considering your complaint and clarify any points where necessary.

If we can resolve your complaint within three working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.

Sometimes we are not able to find a resolution within three working days. On these occasions we will issue you with an initial response letter which outlines the circumstances of your complaint.

We aim to respond to all complainants within four weeks although our policy is to respond within eight weeks from the date of receipt of your complaint to investigate and provide you with our final response.

Sometimes it can take a bit longer to reach a decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.

1When we have fully investigated your complaint and reached a decision, we will write to you to let you know our final response. This is a detailed letter which will tell you what we have found, what we plan to do and how we came to our decision.

1If you are unsatisfied with the outcome of our investigation, the final response letter will explain that you may have the right to refer your complaint to the NACFB and set out how you can do this.

Complaints forwarding

Where we identify a third-party may be solely or jointly responsible for the matters disclosed within a complaint, we will forward the complaint to the relevant party without delay.

We will notify you that we have referred the matter to the third party for investigation and inform you of what further action we are taking, if any.

Where we are jointly responsible for matters disclosed within a complaint, we will investigate the element relating to us and we will respond accordingly.

Where we are in receipt of a forwarded complaint, we will acknowledge the complaint and will apply the standard time limits for a response from the date on receipt.

If you are not satisfied with our response

If you subsequently decide that you are dissatisfied with our resolution of your complaint, you may be able to refer the complaint the NACFB.

The NACFB suggest trying to resolve the complaint directly with us in the first instance. If the complaint is referred to the NACFB, they will investigate the complaint .

Information on the NACFB complaints process can be found on their website https://nacfb.org/complaints-procedure/ and they can be contacted at: complaints@nacfb.org.uk or written to at NACFB, 33 Eastcheap, London, EC3M 1DT.

The NACFB have no powers or sanction relating to any form of compensation, however it is our policy to follow their recommendations.

Complaints relating to the management of your data or cookies can also be referred to the Information Commissioner.  The details of this process can be found on their website https://ico.org.uk.

We are not regulated by the FCA and we do not offer regulated products or services therefore you will not be able to complain to the Financial Ombudsman.

Our contact details

We will accept complaints via any channel of communication but you can also contact us  at: compliance@greenhearth.energy  or write to us at Fordham House, c/o Evolve Tax & Accountancy, Unit 2, Fordham House, Fordham, Cambs, UK CB7 5LL.

Monitoring

We will monitor the effectiveness of this policy and review it on an annual basis.  We will consider the management, processing and satisfaction with the resolution of any complaints that we receive and process in accordance with this policy.