Complaints Policy
Hollowell Heating Ltd – Complaints Policy
Last updated: October 2025
At Hollowell Heating Ltd, we are committed to providing a high standard of service to all our customers. If you are unhappy with any aspect of our service, please let us know so that we can put things right.
1. How to Make a Complaint
You can contact us in any of the following ways:
Email: info@hollowell-heating.co.uk
Telephone: 01204 275597
Post: Hollowell Heating Ltd, [Insert company address]
We aim to acknowledge your complaint within 5 working days and provide a full response within 14 working days wherever possible.
2. If Your Complaint Relates to Finance
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, investigate it thoroughly, and issue their response within eight weeks.
3. 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 within six months of the date of the lender’s final response letter.
Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Hollowell Heating Ltd is an Introducer Appointed Representative of TradeHelp Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA), registration number 697812.
TradeHelp Ltd introduces customers to finance products provided exclusively by Novuna Personal Finance.
Finance is available subject to status and credit checks. Applicants must be aged 18 or over and have been a UK resident for at least three years.