Complaints Procedure

Our commitment to you

Solar Incentives (trading name of Sales Fuel Ltd) is committed to providing a high-quality service to all our users. We take complaints seriously and aim to resolve them fairly, promptly, and transparently. This procedure explains how to make a complaint and what you can expect from us.

How to make a complaint

If you have a complaint about our service, please contact us using one of the following methods:

Please provide the following information so we can investigate your complaint effectively:

• Your full name and contact details
• The date and nature of the issue
• Any reference numbers (e.g. quote reference, transaction ID)
• A description of what happened and what you would like us to do to resolve it

Our complaints process

Step 1: Acknowledgement

We will acknowledge your complaint within 2 working days of receiving it. The acknowledgement will confirm who is handling your complaint and provide a reference number.

Step 2: Investigation

Your complaint will be investigated by our Compliance Team. We may need to contact you for further information during this stage. We aim to complete our investigation within 10 working days of acknowledgement.

Step 3: Resolution

Once our investigation is complete, we will write to you with our findings and proposed resolution. This will include:

• A summary of your complaint
• Our findings from the investigation
• Any action we are taking to resolve the issue
• Any steps we are taking to prevent similar issues in future

Step 4: Escalation

If you are not satisfied with our response, you can request that your complaint be reviewed by a senior manager. Please email compliance@sales-fuel.co.uk within 14 days of receiving our resolution, explaining why you are dissatisfied.

If we cannot resolve your complaint

If we are unable to resolve your complaint to your satisfaction, or if more than 8 weeks have passed since you first raised it, you have the right to escalate your complaint to the relevant external body: