Complaints Procedure
At Regen Renewables, we are committed to providing high-quality services and maintaining the highest standards of customer care. However, if something goes wrong, we want to know about it so we can put it right and improve our service.
This page outlines our complaints handling procedure in line with the Financial Conduct Authority (FCA) guidelines.
How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us as soon as possible using one of the following methods:
By Post: Regen Renewables, Unit 8, Manor Business Park, Grants Hill Way, Woodford Halse, Daventry, NN11 3UB
By Email: info@regenrenewables.co.uk
By Phone: 01327 577 385
(Monday to Friday, 9am – 5pm)
Please include your name, contact details, and full details of your complaint, including any supporting documents. This will help us investigate your concerns more efficiently.
What Happens Next
Once we receive your complaint, we will:
-
Acknowledge Receipt
We will acknowledge your complaint in writing within 5 business days of receiving it. -
Investigation
We will carry out a thorough and impartial investigation. This may involve contacting you for further information or clarification. -
Final Response
We aim to issue a final written response within 8 weeks of receiving your complaint. This will explain our findings, any proposed resolution, and your rights if you remain dissatisfied.
If we cannot resolve your complaint within 8 weeks, we will write to explain the delay, the reasons for it, and when you can expect a final response.
If You Remain Dissatisfied
If you are not satisfied with our final response — or we have not provided a final response within 8 weeks — you may refer your complaint to the Financial Ombudsman Service.
You must do this within 6 months of receiving our final response.
Contact details for the Financial Ombudsman Service:
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Additional Information
Regen Renewables is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA Firm Reference Number is FRN-979865.
We keep records of all complaints and use this feedback to continually improve our services.