Our Complaints Process

We always aim to provide our customers with the best possible service, but unfortunately, sometimes things can go wrong.

Letting us know when you're unhappy with your experience gives us the opportunity to put things right and make sure we continue to improve to deliver the best possible service in the future.

The below summarises the steps of our complaints handling process:

Step 1

First of all give us a Call on 0113 460 2346

Or email on complaints@solaraenergyuk.com

or you can write to us here

Reference the word "Complaints" in your Email Title and Your Name:

Olive office, The Orchard

Airedale Enterprise Services 

Sunderland Street 

Keighley, West Yorkshire 

BD21 5LE

STEP 2 - Complaint Receipt

Upon receiving your complaint, we will reach out to you within 5 business days to inform you of the individual assigned to address your complaint and the approach we will take in handling it.

In cases where a third party has submitted the complaint on your behalf, we may get in touch with you to confirm your consent for us to communicate with the third party. We will then coordinate with them whenever feasible.

STEP 3 - Investigation

We recognize the urgency of resolving this matter for you promptly; however, to guarantee a just resolution, we must conduct a comprehensive investigation, which may require some time. A qualified Customer Relations Adviser will look into your complaint.

They will evaluate the details carefully, equitably, and without bias to arrive at a conclusion. To assist in their investigation, they might reach out to you for further information.

STEP 4 - We will keep you update on your complaint

Our goal is to arrive at a resolution within 8 weeks of receiving your complaint, although this timeframe may vary based on the complexity of your case. If we have not resolved your complaint by then, we will make sure to keep you informed about the status of our investigation.

STEP 5 - Informing you of our decision

We will consistently notify you of our decision through a final response email. This correspondence will outline all our findings and the reasoning behind our decision. We will also strive to communicate our decision to you via phone whenever feasible.

If your complaint remains unresolved after 8 weeks from the date we received it, we will send you a written update regarding the status of our investigation, clarifying why we are not yet in a position to provide our final response.

How to Raise a Finance Agreement Complaint

Finance-Related Complaints

If your complaint relates to the finance linked to your purchase, please contact First Call Group Limited, our FCA Principal.

Telephone: 0191 249 8188

If you have an issue with a product purchased through finance and Furniture London Ltd has been unable to resolve your concern, please contact First Call Group Limited (FCG) using one of the options below:

• Online form: Submit an issue
• Or email us: complaints@fcgltd.co.uk
• Or call us: 0191 249 8188

If an Agreement Cannot Be Reached

First Call Group has up to 8 weeks to issue you with a final response, though this may be provided sooner. If you are not satisfied with First Call Group’s response regarding your finance agreement, you may refer the matter to the Financial Ombudsman Service.

Please note that you must contact them within six months of the date on First Call Group Limited’s final response letter (which may be sent by email, phone, or post).

You can reach the Financial Ombudsman Service through the following:

Write to:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk