Complaints policy.

Updated 14 March 2024

Customer satisfaction is our highest priority.

Our aim is that things never go wrong. If you are unhappy with any part of your experience with Fornax, we want to know — and we will work to put it right.

This page explains how to make a complaint, the timelines you can expect from us, and the independent escalation routes available to you if we cannot resolve things between us.

How to contact us

You can raise a complaint with our Complaints Officer in any of the following ways:

  • Email: complaints@fornax.energy
  • Phone: 020 4571 0213
  • Post: The Complaints Officer, Fornax Energy Limited, 37 Warren Street, London W1T 6AD

Where possible, please include your name, address, customer reference (if you have one), a description of the complaint, and how you would like us to put things right.

Two routes — and why it matters

Fornax offers two related products: an installation and ongoing service of clean heating equipment, and the financing arrangements that fund it (a regulated consumer hire agreement and an unregulated 0% interest credit agreement). Each is governed by a different complaints framework, and the timelines and independent escalation routes are different.

We will always work out which route applies to your complaint and tell you. You don't need to decide this yourself.

Type of complaint Framework Independent escalation
Installation, service, equipment, customer experience Which? Trusted Traders Code of Conduct Which? Trusted Traders' independent Alternative Dispute Resolution (ADR) Service
Financing — consumer hire or credit agreement Financial Conduct Authority rules (DISP) Financial Ombudsman Service

If a single complaint touches both — for example, an installation issue with knock-on financial consequences — we will handle the elements together where we can, and direct you to the appropriate independent body if needed.

Complaints about installation, service or equipment

As a Which? Trusted Trader, we follow the Which? Trusted Traders Code of Conduct in handling complaints about our installation work, ongoing servicing, and customer experience.

What we will do

  • Within 7 days of receiving your complaint, we will acknowledge it.
  • Within 28 days, we will offer you a proposed course of action to resolve the complaint.
  • If we agree remedial work with you, we will carry it out as soon as reasonably practicable, and in any event within 8 weeks of the date you agree to it.
  • We will keep you updated on progress throughout, by phone or in writing.
  • If we decide not to uphold your complaint, we will explain why in full.
  • We will not ask you to deal directly with our installers, equipment manufacturers, or insurers in order to resolve your complaint. Resolving it is our responsibility.

If we cannot resolve it between us

If we have been unable to resolve your complaint, you can refer it to the independent Alternative Dispute Resolution (ADR) provider that supports the Which? Trusted Traders scheme. The service is independent, free to consumers, and not-for-profit. They assess the facts of each case and we are bound by their decision.

You can contact the ADR provider via:

Complaints about your finance agreement

If your complaint relates to your regulated consumer hire agreement, your unregulated 0% credit agreement, or any other regulated activity, we follow the FCA's complaints handling rules (DISP). Fornax Energy Limited is an Appointed Representative of Product Partnerships Limited, which is authorised and regulated by the Financial Conduct Authority (FRN 626349).

What we will do

We aim to resolve every finance complaint as quickly and fairly as possible. The FCA framework allows for two paths.

Resolution within 3 business days — Summary Resolution. If we are able to resolve your complaint to your satisfaction within 3 business days, we will send you a Summary Resolution Communication confirming that the matter is closed and explaining your right to come back to us, or to refer the matter to the Financial Ombudsman Service, if you change your mind.

Resolution beyond 3 business days — Formal process. If your complaint cannot be resolved within 3 business days, we will:

  • Send you a written acknowledgement and details of our complaints handling procedure within 5 business days.
  • Investigate fully, contacting you for clarification where needed.
  • Send you a final response letter as soon as possible, and in any event no later than 8 weeks after we received your complaint, setting out our decision, the reasons for it, and any redress we are offering.

If we cannot give you a final response within 8 weeks, we will write to you explaining why, and let you know your right to refer the complaint to the Financial Ombudsman Service.

Our principal firm

If you have a finance-related complaint and would prefer to raise it with our principal firm, you can contact Product Partnerships Limited:

  • Address: Product Partnerships Limited, Second Floor, Atlas House, 31 King Street, Leeds LS1 2HL
  • Email: info@productpartnerships.com
  • Phone: 01274 921234

The Financial Ombudsman Service

If you remain dissatisfied with our final response, or if 8 weeks have passed without a final response, eligible complainants may refer the matter to the Financial Ombudsman Service. You must do so within 6 months of the date of our final response or you may lose the right to use the service.

Eligible complainants include consumers, microenterprises, charities with annual income under £6.5m, trustees of trusts with assets under £5m, certain small businesses, and guarantors.

  • Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • Phone: 0800 023 4567 (free from most landlines), 0300 123 9123 (cheaper from mobiles), +44 20 7964 0500 (from abroad)
  • Email: complaint.info@financial-ombudsman.org.uk
  • Website: www.financial-ombudsman.org.uk

We co-operate fully with the Financial Ombudsman Service in resolving any complaint and we are bound by any award they make.

Closing your complaint

Where you confirm that you are satisfied with the outcome and any resolution we have proposed, we will treat your complaint as closed.

Where we have issued a final response and we have not heard back from you within 4 weeks, we may also treat your complaint as closed. This does not affect your right to refer the matter to the relevant independent body within the time limits above.

Records

We keep a full record of all complaints, our investigation, and the outcome. These records are retained in line with our regulatory obligations and the Which? Trusted Traders Code of Conduct.

Nothing in this policy affects your statutory rights

This policy operates alongside, and does not replace, your rights under the Consumer Rights Act 2015, the Consumer Credit Act 1974, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection law.