Purpose

This policy sets out how Thermly Limited will handle customer complaints in line with the Financial Conduct Authority (FCA) Handbook DISP rules and the Consumer Duty. Our aim is to ensure complaints are dealt with fairly, promptly, and transparently, and that we continually learn from them to improve our services.

Definition of a ‘Complaint ’

A complaint is any expression of dissatisfaction, whether oral or written, from or on behalf of a Thermly customer (relating or not relating to our regulated activities ), where the customer has suffered (or may suffer) financial loss, material distress, or material inconvenience.

Eligible complainants

We will accept complaints from:

• Consumers (typically homeowners in our operational regions who use the Thermly platform) , micro - enterprises with whom we have a direct commercial relationship, or to whom we have provided services , small charities, and trustees of small trusts (as defined by FCA DISP rules)

• Any customer or prospective customer affected by our regulated activities.

How to make a complaint

Customers can raise complaints with Thermly via:

We will ensure accessibility for vulnerable customers and provide support where needed.

Complaints Handling Procedure

Step 1 - Acknowledgement:
We will acknowledge complaints within a maximum of 5 business days, although we will aim to respond within 2 working days

Step 2 - Investigation:
A fair and impartial investigation will be carried out by a senior member of the Thermly team.

Step 3 - Final Response:
We will issue a Final Response Letter within 4 weeks , although we will aim for 2 weeks for less complex scenarios, explaining:

• Our finding

• Any remedial action or redress

If we cannot resolve within 4 weeks, we will explain why and confirm any opportunity or right to further escalation.

Regulated activity complaints

If your complaint is regarding a regulated consumer credit contract and the way you were sold finance, please be aware that as an appointed representative we will forward your complaint to the principal firm Citrus Compliance, who will handle and manage your complaint directly and in accordance with FCA regulations.

The Principal Firm Citrus Compliance can be contacted using the following methods:

What to do if you are not happy with the decision?
If you have a regulated consumer credit contract arranged by us and are not satisfied with the final response, you may be eligible to refer the matter to the Financial Ombudsman, who provide a free, independent service for dealing with unresolved disputes. Please note, The Financial Ombudsman will not consider your complaint until you have allowed us eight weeks to respond.

Financial Ombudsman Service
Contact to the Financial Ombudsman Service (FOS) must be within six months of the final response. In the final response, a copy of the Financial Ombudsman Service’s explanatory leaflet will be provided. We will cooperate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

Record Keeping, Reporting and Continuous Improvement

All complaints – and an auditable communications trail specific to that customer - are logged within our Customer Relationship Management (CRM) System . Records of any complaints will be retained for a minimum period of 3 years, and complaints data will be submitted to the FCA in line with DISP 1.10 reporting rules.

We use the recorded data to review complaints, their handling and to identify any systemic or procedural issues that can result in improvement to our service, and to implement corrective actions to prevent reoccurrence. A review of complaints is undertaken quarterly as a minimum by senior management to ensure compliance with FCA Standards.

Policy Review

This policy will be reviewed annually or sooner if FCA rules change. Updates will be approved by senior management and communicated to all staff, with appropriate training given as necessary.

If you have any questions in respect of this policy, please do not hesitate to contact us via telephone on 0800 029 3129, email at enquiries@thermly.co.uk, or at our postal address:

Thermly Limited
40 King Street
Manchester
M2 6BA