Complaints Policy
If something has gone wrong, we want to hear about it and put it right. This page explains how to complain, what we will do, and where to take matters further if you are still unhappy.
Complaints about our work
If your complaint is about the installation, the products, or the service you received from us, please contact us at info@mayburyenergyservices.co.uk, on 0333 358 0096, or by post at Unit 5 Paradise Works Ind, Coventry CV6 5HE. We will acknowledge your complaint and tell you how we will handle it.
0333 358 0096
Mon–Fri, 9am–5pm
info@mayburyenergyservices.co.uk
By email
Unit 5 Paradise Works Ind, Coventry CV6 5HE
By post
What happens next
- 01
Tell us
Contact us by phone, email or post with your name, address, and what has gone wrong. Photographs or paperwork help us understand quickly.
- 02
We acknowledge it
We will acknowledge your complaint and tell you how we will handle it, including who is dealing with it.
- 03
We investigate
We look into what happened, speak to the engineers involved, and arrange a visit if we need to inspect the work.
- 04
We respond
We write to you with our findings and what we propose to put it right.
If you are still not satisfied
We are a member of the Renewable Energy Consumer Code (RECC) and registered with TrustMark. If we cannot resolve your complaint between us, you can ask RECC to review it through their dispute resolution process at recc.org.uk. Where the work was registered with TrustMark, their dispute process may also apply.
Complaints relating to finance
If your complaint relates to the finance agreement itself, including the terms of the agreement, payments, the way the finance was explained to you, or the administration of your finance agreement, please contact Hometree Finance, a trading name of HTG Finance Limited, directly at hello@hometreefinance.co.uk.
Financial Ombudsman Service
If a finance complaint is not resolved to your satisfaction, you may be able to refer it to the Financial Ombudsman Service, free of charge.
Exchange Tower, London E14 9SR
0800 023 4567 or 0300 123 9 123 (Mon–Fri, 8am–5pm)