Overview
Total Carbon Savings are committed to doing things right. However, if something hasn’t gone as you
expected, we want to hear about it so we can put things right quickly.
We treat complaints seriously and use them as an opportunity to learn and improve our service.
If you need this policy in another format, or require extra support when making a complaint, please
let us know and we’ll be happy to help.
How to make a complaint
You can get in touch with us in the way that’s easiest for you:
Post:
Phone: Email:
Total Carbon Savings Ltd Imperial Court, 2 Exchange Quay Salford, Manchester
M5 3EB
Call us on 0333 358 4300 during office hour 9am to 5pm Monday to Friday
info@totalcarbonsavings.co.uk

What happens next
Rest assured that we aim to resolve issues straight away wherever possible
We’ll write to confirm we’ve received your complaint promptly, and within 5 business days at the
latest. We’ll keep you updated on progress and aim to provide a final response within 8 weeks.
If you’d like an update at any time, please contact us using the details above and ask to speak to the person handling your complaint.

If you’re still not happy
If your complaint relates to a finance product arranged through us and you’re not satisfied with our
final response, or if 8 weeks have passed since you raised your complaint, you can refer the matter
to the Financial Ombudsman Service (FOS).
The FOS is a free, independent service that helps resolve disputes between consumers and companies
that provide financial products or services.
Post:
Phone:
Financial Ombudsman Service, Exchange Tower,
London, E14 9SR
0800 023 4567 (landlines)
0300 123 9123 (mobiles)
00 44 20 7964 0500 (when calling from overseas)Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk
You must refer your complaint to the Financial Ombudsman Service within 6 months of our final
response. Please note, only complaints relating to the sale of financial services can be referred to the FOS.

Regulatory information
Total Carbon Savings Ltd, Company Number: 15256562, is an Introducer Appointed Representative of
Shermin Finance Limited, FRN 727594, which is authorised and regulated by the Financial Conduct
Authority. Shermin Finance Limited acts as a credit broker, not a lender. Finance is subject to status and affordability. All finance introductions are made through Shermin Finance Limited. Total Carbon Savings does not
provide lending services.