Complaints Policy

HOCU Plumbing and Heating Limited Complaints Policy

Introduction

HOCU Plumbing and Heating Limited (“HOCU”, “we”, “us”, or “our”) is committed to providing high-quality services, including financing options for boilers and heating systems. We are authorised and regulated by the Financial Conduct Authority (FCA) for consumer credit activities. We take all complaints seriously and aim to resolve them promptly, fairly, and in accordance with FCA rules, including those set out in the Dispute Resolution: Complaints (DISP) sourcebook of the FCA Handbook.

This Complaints Policy outlines how we handle complaints to ensure transparency, efficiency, and compliance with regulatory requirements. It applies to all complaints related to our regulated activities, such as the provision of finance for heating systems.

Purpose

The purpose of this policy is to:

• Define what constitutes a complaint.
• Explain how customers can make a complaint.
• Detail our procedures for handling and resolving complaints.
• Ensure complaints are investigated competently, diligently, and impartially.
• Inform customers of their rights, including referral to the Financial Ombudsman Service (FOS) where applicable.

We handle complaints free of charge and aim to minimize post-sale barriers for our customers.

Definition of a Complaint

As defined by the FCA, a complaint is any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience.

This includes complaints related to our financing options for boilers, heating installations, smart control systems, servicing, or any other regulated activity.

Who Can Complain?

Eligible complainants include:

• Consumers (individuals acting outside their trade, business, or profession).
• Micro-enterprises (businesses with fewer than 10 employees and turnover/balance sheet not exceeding €2 million).
• Charities with annual income less than £6.5 million.
• Trustees of trusts with net assets less than £5 million.
• Small businesses (annual turnover less than £6.5 million, fewer than 50 employees, or balance sheet less than £5 million).
• Guarantors.
• Consumer buy-to-let consumers.

If you are unsure whether you qualify as an eligible complainant, we will treat you as one unless otherwise determined by the FOS.

How to Make a Complaint

We encourage you to contact us as soon as possible if you are dissatisfied. You can make a complaint in any reasonable way, including:

• By phone: [Insert phone number, e.g., from your records or contact us page – assuming based on company info: Contact via Facebook or site].
• By email: [Insert email, e.g., info@hocu.co.uk – please confirm and update].
• By post: HOCU Plumbing and Heating Limited, [Insert registered address, e.g., from Companies House: Check GOV.UK for exact address, assumed West Malling, Kent-based].
• In person: At our offices during business hours.

Please provide as much detail as possible, including your name, contact details, reference numbers (e.g., finance agreement or installation ID), and a description of the issue. This helps us investigate quickly.

Our Complaints Handling Procedure

We aim to resolve complaints promptly and fairly. Here’s how we handle them:

1. Acknowledgement: We will acknowledge your complaint promptly, usually within 5 business days of receipt. If we receive it verbally, we may confirm details in writing.
2. Investigation: We will investigate your complaint competently, diligently, and impartially. This may involve reviewing records, gathering evidence, and contacting you or third parties (with your consent where required). We consider:
   
   • The subject matter of the complaint.
   • Whether it should be upheld.
   • Appropriate remedial action or redress.
   • If another party (e.g., a lender or supplier) is responsible.
3. Timeframes:
   
   • Quick Resolution: If we can resolve your complaint by the close of the third business day after receipt, we will send you a Summary Resolution Communication. This confirms the resolution and, if you are an eligible complainant, informs you of your right to refer to the FOS if dissatisfied.
   • Ongoing Investigations: If it takes longer, we will keep you updated. We aim to provide a final response within 8 weeks of receiving your complaint.
   • After 4 Weeks: If unresolved after 4 weeks, we will send a holding letter explaining the delay and expected resolution date.
   • Final Response: Within 8 weeks, we will issue a final response letter detailing:
     
     • Our findings.
     • Whether we uphold the complaint.
     • Any remedial action or redress offered (including calculation method).
     • Your next steps, including referral to the FOS (for eligible complainants).

If we cannot meet the 8-week deadline (exceptional circumstances only), we will explain why and provide FOS details.

4. Resolution and Redress: If we uphold your complaint, we may offer redress such as compensation, refunds, or corrective actions. We will comply promptly with any agreed redress. Redress is calculated fairly, considering financial loss, distress, or inconvenience.
5. Closing the Complaint: We consider a complaint closed once we issue a final response or summary resolution, unless you indicate otherwise.

Your Right to Refer to the Financial Ombudsman Service (FOS)

If you are an eligible complainant and dissatisfied with our final response, or if we haven’t resolved your complaint within 8 weeks, you can refer it to the FOS. You must do this within 6 months of our final response.

FOS Contact Details:

• Website: www.financial-ombudsman.org.uk
• Phone: 0800 023 4567 (free from UK landlines) or 0300 123 9123 (from mobiles)
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

We will include a copy of the FOS explanatory leaflet with our final response. Referring to the FOS is free and does not affect your legal rights.

Complaints Forwarding

If we believe another firm (e.g., a finance provider) is solely or jointly responsible, we may forward your complaint to them promptly. We will inform you in writing and provide their contact details.

Time Limits for Complaints

We may reject complaints outside FOS time limits (e.g., more than 6 years after the event or 3 years after you became aware of the issue), but we will explain this in writing.

Internal Processes

• Record Keeping: We maintain records of all complaints for at least 3 years (or longer if required) to ensure compliance and identify trends.
• Training: Staff receive regular training on complaints handling to ensure fair treatment.
• Root Cause Analysis: We analyze complaints to identify recurring issues and improve our services.
• Reporting: We report complaints data to the FCA as required (e.g., via RegData).
• Treating Customers Fairly (TCF): We adhere to FCA principles, ensuring no barriers to complaining and fair outcomes.

On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:

• Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
• Telephone: 01978 666887 E-mail: info@tradehelp.co.uk

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can’t reach an agreement:

If you are not satisfied with the lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender’s final response letter to you.

They can be contacted in the following ways:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

Review of This Policy

This policy is reviewed annually or sooner if regulatory changes occur. Updates are approved by senior management.

If you have any questions about this policy, please contact us using the details above.

Last reviewed: December 2025 HOCU Plumbing and Heating Limited FCA Firm Reference Number: [Insert if known; otherwise, note that HOCU must register with FCA for credit activities].