COMPLAINTS
PROCEDURE
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.
We treat all complaints seriously and aim to resolve them fairly, promptly, and transparently.
How To Make A Complaint
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:
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
What Happens When You Complain
Once we receive your complaint:
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 recieve a final response within 8 weeks of your complaint.
Our Regulatory Position
Home Energy Counsel 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.irg.uk)
Where your complaint relates to regulated financial services, it may be handles in conjuction with our principal firm.
Home Energy Counsel 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.irg.uk)
Where your complaint relates to regulated financial services, it may be handles in conjuction with our principal firm.
If You Are Not Satisfied
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)
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)
Financial Ombudsman Service
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:
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://financial-ombudsman.org.uk - You must refer your complaint within 6 months of receiving our final response.
- Additional Information
- 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
Accessibility
If you require this information in an alternative format, please contact us and we will be happy to assist.
If you require this information in an alternative format, please contact us and we will be happy to assist.
Continuous Improvement
We view complaints as an opportunity to improve our services. Feedback helps us refine our processes and maintain the standards our customers expect.
We view complaints as an opportunity to improve our services. Feedback helps us refine our processes and maintain the standards our customers expect.
Contact Us
If you have any questions about this Complaints Procedure or our practices, please contact us at:
If you have any questions about this Complaints Procedure or our practices, please contact us at:
- Phone: 0800 233 5535
- Email: contact@hecounsel.co.uk
Home Energy Counsel is a trading name of Home Energy Counsel Ltd registered in England & Wales Company Number 12734501. Registered office: Unit 6 - Carolina Court, Doncaster, DN4 5RA and is Appointed Representative FRN1052847 of Shermin Finance Limited, authorised and regulated by the Financial Conduct Authority FRN727594. Registered in England & Wales company number 1276121. Registered Office: HomeServe, Cable Drive, Walsall, WS2 7BN. Shermin Finance Limited act as a credit broker and not a lender, introducing from a panel of lenders. Credit is subject to status and affordability.
For more information, please refer to our Terms of Conditions available on our website.
© 2025. The content on this website is owned by us and our licensors. Do not copy any content (including images) without our consent.
For more information, please refer to our Terms of Conditions available on our website.
© 2025. The content on this website is owned by us and our licensors. Do not copy any content (including images) without our consent.