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:

Phone: 0333 358 4300 Monday to Friday 9am to 5pm.  Answerphone service available 24/7

Email: info@totalcarbonsavings.co.uk

Post: Total Carbon Savings Ltd, Northbridge House, Elm Street, Burnley, BB10 1PD
Call us on 0333 358 4300 during office hour 9am to 5pm Monday to Friday

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:
Financial Ombudsman Service, Exchange Tower,
London, E14 9SR

Phone: 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.

Total Carbon Savings Ltd, Company Number; 15256562, is also an Introducer Appointed Representative of Kandoo Finance.  TOTAL CARBON SAVINGS is an Introducer Appointed Representative (‘IAR’) of Switcha Limited.  TOTAL CARBON SAVINGS can be found on the FCA register under Firm Registration Number: 1018738.  Kandoo is a Trading Style of Switcha Limited which is authorised and regulated by the Financial Conduct Authority, Firm Registration Number: 828963 for Credit Broking and Insurance Distribution.  Switcha Limited is a Credit Broker and not a Lender. You can check this on the Financial Services Register at https://register.fca.org.uk/

Total Carbon Savings Ltd, Company Number 15256562, is also an Introducer Appointed Representative of HomeTree Finance.  Hometree Finance is a trading name of HTG Finance Limited | Hamilton House, 4 Mabledon Place, London WC1H 9BB | Registered in England & Wales Company No. 11357988 | VAT No. 364 6927 60 | Authorised and regulated by the Financial Conduct Authority | FRN 825534