Complaints

Complaints about our work

If your complaint is about the installation, the products, or the service you received from us, please contact us at Admin@merciaelectrical.com, on 0800 111 4576, or by post at Mercia Electrical LTD, Unit 6, Grassy Court, Etwall Rd, Derby DE3 0BX. 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 contact them at loancomplaints@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.