Complaints Procedure

Making complaints

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.

We would like you to tell us what went wrong so we can put matters right.

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How & where to complain

If you are not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:

In writing
Write to us and address your letter to:

Renewafuel Home Innovations Limited
Units 27 & 28 Middletons Yard,
Potter Street,
S80 2FT

By telephone
Call us 0300 050 2370 during our office hours and ask for the Customer Services Department.

By email

What to expect

We aim to resolve your complaint straightaway but if we can’t, we will keep you informed on a regular basis. If you need an update, please call us on 0333 050 2370 and ask to speak to the person handling your complaint.

When we reply to your complaint, if you consider our response doesn’t fully address your concern, please let the person handling your compliant know so we can see if there is anything further, we can do.

For more information and details regarding our complaints procedure, please Contact Renewafuel directly and a member of our team will be able to assist you.

If we can’t reach agreement

Our aim is to resolve all complaints. However, if you are not satisfied after receiving our final decision letter, or if eight weeks have passed you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below. Please Note: Only complaints relating to the sale of financial services should be referred to FOS. The Financial Ombudsman Service can be contacted in writing at:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad).