Complaints procedure

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@net-eco.co.uk, on 01249263291, or by post

at  Net-Eco, Whitehall Warehouse, Whitehall Farm, Lacock, Chippenham, SN15 2JY. We will acknowledge your complaint and tell you how we will handle it.

Complaints relating to finance

If your complaint relates to the finance agreement itself, including its terms,

payments, or how the finance was explained or arranged, please contact the lender

named on your finance agreement rather than us.

We introduce customers to more than one finance provider:

● If your agreement is with Hometree Finance (a trading name of HTG Finance

Limited), please contact them at hello@hometreefinance.co.uk.

● If your finance was arranged through Phoenix Financial Consultants Ltd, please use their

complaints route at  info@phoenix-fc.co.uk.

If you are unsure which lender your agreement is with, please contact us and we will

confirm the relevant lender and provide you with their complaints contact details. If

appropriate, we can also forward your complaint to the relevant lender and let you

know that we have done so.

If you are unhappy with the outcome of your finance complaint, or you have not

received a final response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The service is free and independent.