Complaints

Complaints about our work

If your complaint is about the installation, the products, or the service you received from us, please contact Emerald Solar Ltd at info@emeraldsolar.co.uk, on 0800 999 1590, or by post at:

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 finance provider 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 agreement is with Shermin Finance Limited, please contact them at resolutions@sherminfinance.co.uk.

If you are unsure which finance provider your agreement is with, please contact us and we will confirm the relevant provider and provide you with their complaints contact details. If appropriate, we can also forward your complaint to the relevant provider and let you know that we have done so.

Financial Ombudsman Service

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.