Customer Complaints Policy

Last Updated: September 2026

1. Our Commitment to You

At Bloxt Energy Ltd ("Bloxt Energy", "we", "our" or "us") we work hard to get things right. If you are unhappy with our products, our service or an installation, we want to hear about it so we can put it right.

This policy explains how to make a complaint, what we will do, and how long it will take. We treat every complaint fairly, and making a complaint will never affect the way we treat you.

2. How to Make a Complaint

You can complain by phone, by email, by post or in person. You do not have to put your complaint in writing.

Telephone: 0333 577 5515
Email: hello@bloxtenergy.co.uk
Post: Complaints Manager, Bloxt Energy Ltd, Sephton House, North Mersey Business Centre, Woodward Road, Knowsley Industrial Park, Liverpool, L33 7UY

To help us deal with your complaint quickly, please tell us:

Your name, address and the best way to contact you
What went wrong, and when
Any reference or quote number you have
What you would like us to do to put things right

3. What Happens Next

Every complaint is passed to our Complaints Manager as soon as possible. If they are not available, a member of our senior management team will take it on. We will:

Confirm in writing that we have received your complaint
Record the details on your customer file
Contact you if we need to understand anything more clearly
Investigate your complaint fully and fairly
Keep you updated on our progress
Talk to you about what we have found and how we plan to put things right

We aim to resolve complaints as quickly as we can. You will receive our final response as soon as possible, and no later than 8 weeks after we receive your complaint. If we cannot respond straight away, we will explain why and tell you when you can expect to hear from us.

4. Complaints We Resolve Within 3 Business Days

If we resolve your complaint to your satisfaction within 3 business days, we will send you a short written confirmation (a "Summary Resolution Communication"). This will:

Confirm that you made a complaint and that we consider it resolved
Explain that if you later become unhappy with the outcome, you can come back to us or refer your complaint to the Financial Ombudsman Service (where it applies to you)
Give you the Financial Ombudsman Service website address, where you can find more information

Where it suits you better, or where we have already been in touch another way, we may also contact you by phone, email or text message.

5. Complaints Involving Our Partners

We work with trusted partners such as product suppliers, installers and finance lenders. We make sure they have a fair complaints process of their own.

If your complaint involves one of our partners, you only need to contact us. We will work out whether the issue relates to the information you were given, the product, or the installation, and we will not delay looking into it while we do. Where a partner needs to investigate, our Complaints Manager will ask them for a written explanation and supporting evidence, such as photos, checklists or completion notes.

6. Our Final Response

Our final response will clearly explain our decision and the reasons for it. If we offer you compensation, we will show you how we worked it out.

We consider a complaint closed once we have sent our final response. This does not affect your right to refer your complaint to the Financial Ombudsman Service, if it applies to you.

7. Complaints About Finance

Bloxt Energy Ltd is authorised and regulated by the Financial Conduct Authority (FRN 993256) for credit broking. We are a credit broker, not a lender.

If your complaint relates to finance we arranged for you, you may have extra rights under the Financial Conduct Authority's rules. These apply when a complaint relates to a regulated activity and you have suffered, or may suffer, financial loss, material distress or material inconvenience.

If you are not happy with our final response, or you have not received it within 8 weeks, you can refer your complaint to the Financial Ombudsman Service. This service is free and independent. You must contact them within 6 months of the date of our final response, otherwise they may not be able to consider your complaint. We will tell you in our final response whether we agree to waive this time limit.

We will co-operate fully with the Ombudsman, accept any decision they make, and pay any fees they charge us promptly.

8. Contacting the Financial Ombudsman Service

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 (free for most people calling from a landline) or 0300 123 9123 (cheaper for most mobile callers)
From abroad: +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

9. Changes to This Policy

We may update this policy from time to time. Any changes will be posted on this page with a new "Last Updated" date.