Complaints Policy
At Make Green Energy, we are committed to providing high-quality renewable energy solutions and excellent customer service. We understand that occasionally things may not go as expected, and we take all complaints seriously.
Last updated: 27 October 2026
We aim to handle every complaint fairly, professionally and promptly, ensuring that customers know who to contact and what to expect.
1.Complaints about our work
If your complaint is about the installation, products, workmanship or service you received from Make Green Energy, please contact us using the details below.
- Telephone
- 0333 577 7886
- Postal address
- Make Green Energy
11 George Street West
Luton, England
LU1 2BJ
We will acknowledge your complaint and explain how we will handle it. We may request additional information to help us investigate your concerns and work towards an appropriate resolution.
2.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 lender named on your finance agreement rather than Make Green Energy.
We introduce customers to more than one finance provider.
Hometree Finance
If your finance agreement is with Hometree Finance, a trading name of HTG Finance Limited, please contact:
hello@hometreefinance.co.ukPhoenix Financial Consultants Limited
If your finance was arranged through Phoenix Financial Consultants Limited, please use Phoenix's official complaints procedure:
- Telephone:
- 01923 333 256
- Address:
- Unit 8, Abbots Business Park
Primrose Hill, Kings Langley
Hertfordshire, WD4 8FR
Please refer to your finance documentation for further information about the relevant provider.
3.Unsure which finance provider to contact?
If you are unsure which lender your agreement is with, please contact Make Green Energy. We will confirm the relevant lender and provide you with their complaints contact details.
If appropriate, we can also forward your complaint to the relevant lender and let you know that we have done so.
4.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 Financial Ombudsman Service is free and independent.
- Website
- financial-ombudsman.org.uk
- Telephone
- 0800 023 4567
The Financial Ombudsman Service can review eligible complaints concerning regulated financial services.
5.Unresolved installation complaints
If your complaint is about installation or workmanship and we cannot resolve it between us, you may be able to escalate it through the competent person schemes our work is certified under. We will tell you which route applies to your complaint when we respond.
6.Our commitment to customers
At Make Green Energy, we are committed to:
- Treating all complaints fairly and respectfully.
- Acknowledging concerns and explaining the next steps.
- Investigating complaints objectively.
- Keeping customers informed throughout the process.
- Working towards appropriate resolutions.
- Using customer feedback to improve our products and services.
We value your feedback and appreciate the opportunity to address any concerns. If your concern is about how we handle your personal information, please see the privacy complaints section of our Privacy Policy.