Complaints about our work
If your complaint is about the installation, the products, or the service you received from us, please contact us at hello@affinitysolarsolutions.co.uk, on 02393 090 162, or by post at Affinity Solar Solutions Ltd, 8 Spur Road, Cosham, Portsmouth, PO6 3EB. 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 Limited, please use their complaints route at phoenix-fc.co.uk/terms.cfm#complaints: email customerservices@phoenix-fc.co.uk, phone 01923 333 256, or post to Phoenix Financial Consultants Ltd, Unit 8 Abbots Business Park, Primrose Hill, Kings Langley, Hertfordshire, WD4 8FR.
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.