Complaints Policy

Complaints about our work

If your complaint is about the installation, the products, or the service you received from us, please contact us:
Email: info@kecoenergy.co.uk
Phone: 0151 662 0808
Post: Alt Valley Community Trust, Altcross Road, Croxteth, Liverpool L11 0BS.

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 the terms of the agreement, payments, the way the finance was explained to you, or the administration of your finance agreement, please contact Hometree Finance, a trading name of HTG Finance Limited, directly at hello@hometreefinance.co.uk.

If you are unhappy with the outcome of your 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.

Note that this routes finance complaints to EMAIL ONLY. The freephone number is not used here and that is deliberate, not an omission.