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Complaints Policy
Last Updated: 11 November 2026
If you’re not happy with finance arranged through us, here’s how to tell us and what happens next.
Making a complaint
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.
We would like you to tell us what went wrong so we can put matters right.
How and where to complain
If you are not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:
In writing – write to us and address your letter to Marcus Bonner, Complaints Handler, Solar Panels London (SPL) Limited, 20 Rosslyn Crescent, Luton, LU3 2AU.
By telephone – call us on 020 3026 5032 during our office hours (Monday to Friday, 9am to 5pm) and ask for the Customer Services Department.
By email – sales@solar-panels-london.co.uk
What to expect
We aim to resolve your complaint straightaway but if we can’t, we will keep you informed on a regular basis. If you need an update, please call us on 020 3026 5032 and ask to speak to the person handling your complaint.
When we reply to your complaint, if you consider our response doesn’t fully address your concern, please let the person handling your complaint know so we can see if there is anything further we can do.
If we cannot reach agreement
Our aim is to resolve all complaints. However, if your complaint relates to finance and if you are not satisfied after receiving our final decision letter, or if eight weeks have passed you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
Financial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or +44 20 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
Our finance arrangements
Solar Panels London (SPL) Limited, Company Registration 14360308, of Registered Office 20 Rosslyn Crescent, Luton, LU3 2AU is an Introducer Appointed Representative of Shermin Finance Limited FRN 727594.
Shermin Finance Limited, Company Registration 01276121. Registered Office Homeserve, Cable Drive, Walsall, England, WS2 7BN. Shermin Finance Limited act as a credit broker not a Lender, finance is subject to status and affordability.
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© 2026 Solar Panels London. All rights reserved.
SOLAR PANELS LONDON (SPL) LIMITED, registered in England and Wales, company number 14360308. Registered Office, 20 Rosslyn Crescent, Luton, LU3 2AU. SOLAR PANELS LONDON (SPL) LIMITED is an Introducer Appointed Representative of Shermin Finance Limited, FRN 727594, company number 01276121. Registered Office, Homeserve, Cable Drive, Walsall, WS2 7BN. Shermin Finance Limited act as a credit broker and is not a lender. Credit is subject to status and affordability.