Complaints Procedure

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Last updated: Friday 1st May 2026

At Home Energy Counsel, we are committed to delivering a high standard of service. If something does not meet your expectations, we want to know so we can put it right.

We treat all complaints seriously and aim to resolve them fairly, promptly, and transparently.

You can contact us using the details provided on our Contact Us page, including by phone, email, or in writing.

When raising a complaint, please include:

• Your name and contact details 
• Details of your concern 
• Any relevant information that may help us investigate
  

Once we receive your complaint:

• We will acknowledge it promptly, typically within 5 working days 
• We will carry out a fair and thorough investigation 
• We will keep you informed of progress where appropriate 
• We will aim to resolve your complaint as quickly as possible
  

You will receive a final response within 8 weeks of your complaint.

Telemarket Ltd t/a Home Energy Counsel is an Appointed Representative of Shermin Finance Ltd, which is authorised and regulated by the Financial Conduct Authority (https://www.fca.org.uk).

Where your complaint relates to regulated financial services, it may be handled in conjunction with our principal firm.

If you are not satisfied with our final response, or if 8 weeks have passed since you made your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service (https://www.financial-ombudsman.org.uk).

The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial services firms.

You can contact them using the details below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk

You must refer your complaint within 6 months of receiving our final response.

• The Financial Ombudsman Service is free to use 
• Not all complaints will fall within their jurisdiction 
• Eligibility will depend on the nature of the service provided
  

If you require this information in an alternative format, please contact us and we will be happy to assist.

We view complaints as an opportunity to improve our services. Feedback helps us refine our processes and maintain the standards our customers expect.