Complaints

We want you to be happy with the work we do and the service you receive. If something isn’t right, we want to hear about it. Here’s how to raise a complaint and who to contact.

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@viablepower.co.uk, on 01252 216 442, or by post at Viable Power Solutions Ltd, Lime, Greenhills Estate, Tilford, GU10 2DZ. 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 customerservices@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