Complaints Policy - Save Energy UK

Complaints Policy

Our Commitment to You

We are dedicated to providing excellent customer service. We value your feedback, both positive and negative, as it helps us improve our products and services. We are committed to handling all complaints fairly, consistently, and in line with regulatory requirements.

How to Make a Complaint

If you have a complaint about any aspect of our service, please contact us as soon as possible. You can reach us by:

Phone: 01202 986262
Email: complaints@saveenergyuk.co.uk
Post: Save Energy UK Limited. Unit 20, The Glenmore Centre, Fancy Road, Poole, Dorset, BH12 4FB.

Please provide as much detail as possible about your complaint, including relevant dates, reference numbers, and any supporting documentation.

Our Complaint Handling Process

Acknowledgement: We will acknowledge your complaint promptly, usually within 2 business days, and provide you with a unique reference number for future communication.
Investigation: We will thoroughly investigate your complaint, which may involve reviewing documentation, contacting relevant staff, and gathering additional information as needed.
Response: We aim to provide you with a response within 5 business days of receiving your complaint. Our response will clearly outline our findings, conclusions, and any proposed resolution or remedial action.
Escalation: If you are not satisfied with our response, you can request a review by our Managing Director. We will aim to provide you with a final decision within 5 business days of your request for review.

RECC Dispute Resolution

If you remain dissatisfied after our final response, or if we haven’t resolved your complaint within eight weeks, you have the right to refer your complaint to RECC, who provide free and impartial dispute resolution services for consumers.

You can contact RECC at: https://www.recc.org.u

Financial Ombudsman Service

If you have purchased your system on finance (and your complaint relates to the finance itself), if the complaint is not resolved within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service.

You can contact the FOS at: https://www.financial-ombudsman.org.uk/

Complaints Received Outside the FOS Time Limit

If your complaint is received outside the time limits for referral to the Financial Ombudsman Service (FOS), we may reject the complaint without considering its merits. This means that the FOS will not be able to investigate your complaint.

However, we will provide you with a clear explanation of why your complaint is outside the time limit and the reasons for our decision. We will also inform you of your right to contact the FOS directly to discuss your options.

The FOS time limits are generally six months from the date you receive our final response or summary resolution communication. However, there may be exceptions in certain circumstances.

For more information about the FOS and the time limits for referring complaints, please visit their website: https://www.financial-ombudsman.org.uk/consumers/expect/time-limits

Consent to Waive Time Limits

In some cases, we may agree to waive the time limit for referring a complaint to the FOS. This means that the FOS can consider your complaint even if it is outside the usual six-month timeframe. However, this is at our discretion, and we cannot guarantee that the FOS will accept the complaint.

If you believe that there were exceptional circumstances that prevented you from referring your complaint within the six-month time limit, please contact us to discuss your situation.

Confidentiality

All information relating to your complaint will be treated with the utmost confidentiality, in accordance with applicable data protection laws.

Review of this Policy

We will regularly review and update this Complaints Policy to ensure it remains effective and complies with the latest regulatory guidance.

Last updated: 3^rd October 2025