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.

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.

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.

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.

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

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.

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

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

Referring to the FOS is free and does not affect your legal rights. More information is available at www.financial-ombudsman.org.uk.

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.

If your complaint relates to the finance linked to your purchase, your credit provider will acknowledge your complaint and investigate it thoroughly, issuing their response within eight weeks.

We may reject complaints outside FOS time limits, generally more than 6 years after the event, or 3 years after you became aware of the issue. We will always explain this in writing if it applies to your case.

• Record Keeping — We maintain records of all complaints for at least 3 years (or longer if required) to ensure compliance and identify trends.
• Staff Training — Staff receive regular training on complaints handling to ensure fair treatment of all customers.
• Root Cause Analysis — We analyze complaints to identify recurring issues and continuously improve our services.
• FCA 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 for all customers.

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.

Last reviewed: December 2025