Complaints Policy

Last updated: August 2026

Green Energy and EPC Services Ltd is committed to providing customers with a professional, reliable and high-quality service.

We recognise that occasionally things may go wrong or a customer may be dissatisfied with an aspect of our service. When this happens, we want to know about it.

We take complaints seriously and will investigate complaints fairly and objectively. We will seek to resolve issues as quickly as reasonably possible and use customer feedback to improve our services.

1. Scope of This Policy

This Complaints Policy applies to complaints concerning services provided by or on behalf of Green Energy and EPC Services Ltd, including where applicable:

• Energy Performance Certificates;
• Domestic Energy Assessments;
• Retrofit Assessments;
• Retrofit Coordination;
• property surveys and inspections;
• energy-efficiency advice;
• installation of energy-efficiency measures;
• heating installations and controls;
• insulation measures;
• customer service;
• workmanship;
• project administration;
• warranty or remedial matters; and
• credit broking introductions made through TradeHelp.

2. How to Make a Complaint

If you wish to make a complaint, you can contact us by email, telephone or post.

Please provide as much information as reasonably possible, including:

• your full name;
• your property or correspondence address;
• your telephone number;
• your email address;
• any relevant quotation, invoice, job or project reference number;
• details of the service concerned;
• a clear description of your complaint;
• relevant dates;
• copies of any correspondence;
• photographs or other evidence where relevant; and
• what you would like us to do to resolve the matter.

Complaints should be sent to:

Green Energy and EPC Services Ltd

123B Barkby Road

Leicester

LE4 9LG

Email: info@greenenergyandepcservices.co.uk

Telephone: 0116 436 1775

3. Accessibility

If you require assistance making a complaint or need us to communicate with you in a different format, please tell us.

We will make reasonable efforts to accommodate your communication requirements.

4. Acknowledging Your Complaint

We aim to resolve complaints as quickly as possible.

Where we are able to resolve your complaint immediately, we will try to do so.

Where the complaint cannot be resolved immediately, we will acknowledge it and arrange for the matter to be investigated.

Where applicable, we will tell you:

• who is dealing with your complaint;
• whether we need further information from you; and
• what the next stage of our investigation will involve.

For complaints that fall within applicable Financial Conduct Authority complaint-handling requirements, where the complaint has not been resolved within three business days, the relevant written acknowledgement and complaint-handling requirements will be followed.

5. Investigating Your Complaint

We will investigate your complaint fairly and objectively.

Depending on the nature of the matter, we may:

• review quotations, contracts and invoices;
• examine assessment or survey records;
• review installation documentation;
• examine photographs and other project evidence;
• review emails, letters and other correspondence;
• speak with relevant employees;
• consult installers or subcontractors;
• consult Domestic Energy Assessors, Retrofit Assessors or Retrofit Coordinators;
• review accreditation, certification or TrustMark records;
• contact another organisation involved in the project;
• ask you to provide further information; or
• arrange an inspection of the property where reasonably necessary.

Where an inspection is required, we ask that reasonable access to the property is provided.

6. Our Response

We aim to resolve complaints as quickly as reasonably possible.

Some complaints may require technical investigation, a site inspection or information from another organisation and may therefore take longer to resolve.

We will keep you reasonably informed where there is a significant delay.

Once our investigation has been completed, we will provide an appropriate response setting out:

• the matters we investigated;
• our findings;
• whether we uphold the complaint in whole or in part;
• any action we propose to take; and
• any further complaint or escalation route that may apply.

7. Putting Things Right

Where our investigation determines that we are responsible for an error or failure, we will consider an appropriate remedy.

Depending on the circumstances, this may include:

• providing an explanation;
• issuing an apology;
• correcting documentation;
• correcting an assessment or record where appropriate;
• arranging a further inspection;
• undertaking remedial work;
• repeating part of a service;
• providing additional information or guidance; or
• another remedy that is reasonable and appropriate to the circumstances.

Any remedy will be subject to applicable contractual, regulatory, accreditation, certification, warranty and scheme requirements.

8. Complaints Relating to EPC and Energy Assessment Services

If your complaint relates to an Energy Performance Certificate, Domestic Energy Assessment or the conduct of an accredited Domestic Energy Assessor, we will investigate the complaint in accordance with our own procedures and any applicable requirements of the assessor's accreditation scheme.

Where appropriate, you may also be entitled to escalate the complaint to the relevant Energy Assessor Accreditation Scheme.

We can provide details of the relevant accreditation scheme where required.

9. Complaints Relating to Retrofit or Installation Work

Where your complaint concerns a Retrofit Assessment, Retrofit Coordination service or energy-efficiency installation, we will investigate it in accordance with this policy and any applicable requirements of:

• PAS 2030;
• PAS 2035;
• TrustMark;
• our Scheme Provider;
• an accreditation or certification body;
• a guarantee provider;
• an energy supplier;
• a local authority; or
• the applicable funding scheme.

Where a further dispute-resolution process applies, we will provide information about the appropriate escalation route.

10. Complaints Relating to TrustMark Work

Where the relevant service or installation was carried out under a TrustMark-registered arrangement, the complaint should normally be raised with Green Energy and EPC Services Ltd in the first instance.

If the complaint cannot be resolved through our internal process, you may be able to escalate it through the relevant Scheme Provider and, where eligible, through the applicable independent dispute-resolution procedure.

The appropriate route will depend on the circumstances of the project and the applicable scheme.

11. Complaints Relating to Products Purchased via Finance – If You Remain Dissatisfied

If we do not issue a final response within eight weeks, or if you are not satisfied with the outcome or progress of the complaint, you have the right to refer your complaint to the credit provider/s and/or the Financial Ombudsman Service.

On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:

Write:

TradeHelp Ltd

Marchwiel Centre

Bryn Lane

Wrexham Industrial Estate

LL13 9UT

Telephone: 01978 666887

Email: info@tradehelp.co.uk

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

12. What to Do if You Cannot Reach an Agreement About Finance

If you are not satisfied with the broker's or lender's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service.

You must contact them within six months of the date of the lender's final response letter to you.

The Financial Ombudsman Service can be contacted using the following details:

Write:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0300 123 9 123

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

Further information can be found at www.financial-ombudsman.org.uk.

13. Our Regulatory Status for Finance Introductions

Green Energy and EPC Services Ltd is an Introducer Appointed Representative of TradeHelp for the purpose of credit broking introductions only.

Our Firm Reference Number is 1058740.

TradeHelp is a trading style of TradeHelp Ltd, Marchwiel Centre, Bryn Lane, Wrexham Industrial Estate, LL13 9UT, registered in England under company number 03712438, authorised and regulated by the Financial Conduct Authority under Firm Reference Number 697812.

TradeHelp is a credit broker, not a lender, and offers loans from a small panel of carefully selected lenders.

TradeHelp does not offer financial advice and does not charge customers for credit broking services.

All loans are subject to status.

14. Complaints About Personal Information

If your complaint concerns how we have collected, used, stored or shared your personal information, please contact us using the details set out above.

We will deal with data-protection complaints in accordance with our Privacy Policy.

If you remain dissatisfied, you may have the right to complain to the Information Commissioner's Office (ICO).

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Telephone: 0303 123 1113

Further information is available at www.ico.org.uk.

15. Monitoring and Improvement

We monitor complaints to identify:

• recurring problems;
• potential service failures;
• training requirements;
• compliance issues; and
• opportunities to improve our procedures and customer service.

Making a complaint will not adversely affect the service you receive from Green Energy and EPC Services Ltd.

Complaints will be handled professionally, respectfully and, as far as reasonably practicable, confidentially.