Finance Complaints Procedure

Our finance complaints procedure

Your views are important to us and if we do not deliver the high standard of service you expect, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible.

How we handle complaints:

Step 1

Please contact us at your earliest convenience with the following information:

• Your full name, address and telephone number

• Details of any previous correspondence you’ve had with us

• Details of your problem or complaint

We will try to give you an answer there and then, but if this is not possible, we will take full details from you and arrange for the problem to be investigated.

You can contact us in one of the following ways:

In writing: Tower Heating Ltd, 47 - 47A Liverpool Road, Formby, Liverpool, L37 6BT

By phone: 01704 834363

By email: [email protected]

Step 2

We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within four weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

Step 3

We hope that you'll never have to do this, but if you're not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

By phone: 0800 023 4567

By email: [email protected]


Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.