Complaints Handling Policy
1. General Statement
Installio strives not only to provide a high-quality service, but also to provide a high level of aftercare to all our customers. Unfortunately, sometimes things can go wrong. If a customer feels we have not upheld these standards, we want them to tell us.
We treat complaints with priority. We endeavour to resolve any problem promptly and will do everything we can to reach a satisfactory conclusion as quickly as possible. Any concern relating to goods supplied, the quality of the installation or the overall service will be investigated fully, and all complaints will be handled in an efficient, fair and confidential manner.
Complaining is free. A customer does not need to use a particular form of words, and will never be treated less favourably for complaining.
This policy adopts the Complaints Procedure Framework issued to us by our principal firm, Shermin Finance Limited, and applies it to the Installio customer journey. Where this document and Shermin's framework differ, Shermin's framework takes precedence and this policy is corrected at the next review.
2. Scope
This policy covers every expression of dissatisfaction, whether spoken or written and whether justified or not, about any Installio product, service, communication or member of staff — including complaints relating to consumer credit broking carried out as an Appointed Representative of Shermin Finance Limited.
3. Regulatory Framework
Installio Ltd is an Appointed Representative of Shermin Finance Limited (FRN 727594) for consumer credit broking. Shermin Finance Limited is our principal firm and takes regulatory responsibility for our finance activity. This policy supports our obligations under the FCA Principles for Businesses, the Consumer Duty (PRIN 2A), CONC (including CONC 3 on financial promotions) and DISP, together with the Equality Act 2010, the Consumer Protection from Unfair Trading Regulations 2008, RECC, MCS requirements and UK data protection law.
Complaints relating to regulated credit broking are handled in line with FCA DISP and the requirements of our principal firm. Eligible complainants may have the right to refer an unresolved credit-related complaint to the Financial Ombudsman Service. Complaints about installation quality also fall under RECC and MCS requirements and, where applicable, our workmanship warranty and insurance-backed guarantee.
4. Making a Complaint
A customer can complain in any of the following ways:
If a customer needs a different format or channel - large print, a phone call instead of email, extra time, or support from a representative - we provide it under the Accessibility and Alternative Formats Policy (POL_021). A customer is never required to put a complaint in writing.
5. Timeline Overview
The five steps of our complaints handling process:
Step 1: Acknowledging the complaint
We will write to the customer to acknowledge their complaint within 3 working days of receiving it. The acknowledgement confirms receipt, names the case handler assigned to it, and explains what happens next.
Step 2: Investigating the complaint
It is important that we resolve the matter quickly, but to ensure we reach a fair outcome we need to carry out a thorough investigation, which can take time. We assess the details thoroughly, fairly and impartially to reach a decision, and we may need to contact the customer to ask for additional information.
We tell every complainant, in the acknowledgement, that if they feel they are in a vulnerable position - for example they are facing severe ill health or a change in their circumstances, or they need assistance with accessibility, or they may need an appointee to work with us on their behalf to complete the investigation - they should let us know at the earliest opportunity so that we can progress the investigation appropriately. Any disclosure is recorded and handled under the Vulnerable Customer Policy (POL_015).
Step 3: Keeping the customer updated on our progress
Our aim is to reach a conclusion within 4 weeks of receiving the complaint, but this depends on the complexity of the case. If we have not resolved the complaint by that time, we keep the customer updated on the progress of our investigation, with the aim of providing a final response no later than 8 weeks from the complaint first being logged.
Step 4: Reaching a fair outcome
We consider fairness of outcome, not only whether a process was followed - including whether the customer understood what they were agreeing to, whether any pressure was applied, and whether vulnerability affected their understanding, decision-making, access to support, ability to complain or outcome. We then decide on redress where appropriate: apology, rework, a return visit, refund, price adjustment or compensation.
Step 5: Informing the customer of our decision
We will always inform the customer of our decision in a final response letter. This letter details all our findings and the rationale behind our decision. We will always attempt to inform the customer of our decision over the phone as well, if possible.
If the complaint has not been resolved within 8 weeks from the date of receipt, we will provide a written update on the progress of our investigation, explaining why we are not yet able to provide a final response.
6. Stages, Actions and Timescales
7. Complaints Settled Within 3 Business Days
Complaints that can be settled to the customer's satisfaction within 3 business days of receipt can be recorded and communicated differently. Where we consider a complaint to be resolved to the customer's satisfaction under this section, we promptly send a Summary Resolution Communication - a written communication which:
a) refers to the fact that the customer has made a complaint, and informs them that we now consider the complaint to have been resolved to their satisfaction;
b) tells the customer that if they subsequently decide that they are dissatisfied with the resolution of the complaint they may be able to refer the complaint back to us for further consideration, or alternatively refer the complaint to the Financial Ombudsman Service;
c) provides the website address of the Financial Ombudsman Service; and
d) refers to the availability of further information on the website of the Financial Ombudsman Service.
In addition to sending a Summary Resolution Communication, we may also use other methods to communicate this information where:
a) we consider that doing so may better meet the customer's needs; or
b) we have already been using another method to communicate about the complaint - this may include recorded calls, emails or text messages.
A Summary Resolution Communication is still a complaint. It is logged in the complaints register in the same way as any other, and is reported to Shermin where it is finance-related.
8. Complaints Relating to a Purchase on Finance
Our first aim is to resolve all complaints ourselves. However, if a complaint relates to a purchase on finance, and the customer is not satisfied after receiving our final response - or with how we are progressing their complaint at any point - they have the right to escalate to the Lender, who will investigate the complaint and provide a Final Response Letter within eight weeks from the customer registering their complaint with the Lender.
If the customer is not satisfied with the Lender's Final Response, or if eight weeks have passed and they have not received a Final Response, they have the right to refer their complaint to the Financial Ombudsman Service.
Every final response we issue on a finance-related complaint must therefore set out this escalation route - to the Lender first, and then to the Financial Ombudsman Service - together with the Lender's contact details for the customer's agreement and the Financial Ombudsman Service details in section 9. Staff must never present Installio as the final decision-maker on a finance-related complaint.
9. The Financial Ombudsman Service
If 8 weeks have passed since the customer initially raised their complaint with us and the Lender, or they are not happy with the Lender's final response, they may refer their complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms. A customer with a complaint should always contact us and/or the Lender first. The Ombudsman will only consider a case once the customer has attempted to resolve it directly with us and the Lender.
A customer has a period of 6 months to refer their complaint to the Ombudsman. This starts from the date of the final response letter that the Lender sends to them.
10. The Complaints Register
A single register is maintained for all complaints, including those resolved within 3 business days. Each entry records:
- Date received, channel and customer reference;
- Whether the complaint is finance-related, and whether Shermin has been notified;
- Nature and category of the complaint (sales conduct, finance, workmanship, delay, communication, aftercare, other);
- Whether the customer is recorded as being in vulnerable circumstances, or has asked for an appointee or an accessibility adjustment;
- Case handler, investigation notes and evidence reviewed;
- Acknowledgement date, 4-week update date, 8-week final response date and date closed, measured against the timescales in sections 5 and 6;
- Whether a Summary Resolution Communication was used;
- Outcome and redress;
- Root cause and the corrective action taken; and
- Whether the customer escalated to the Lender or the Financial Ombudsman Service, and the result.
The register is our evidence that we deliver good customer outcomes, and is produced at Shermin's annual on-site audit and on request at the six-monthly desktop review. Records are retained for at least 6 years.
11. Roles and Responsibilities
12. Learning from Complaints
- Every complaint is given a root cause. Root causes are reviewed monthly for themes.
- Where a theme is found, we fix the process gap, update the template, script or policy, retrain the individual or team, and record what changed.
- Repeat issues are escalated to the Approved Person. The FCA accepts mistakes; it does not accept repeated ones.
- Complaint themes feed the Consumer Duty outcome review and the annual policy review cycle.
13. Publication and Training
A plain-English customer version of this procedure is published on installio.co.uk, is reachable from every page, and is referenced in proposals, order confirmations and handover documentation. It sets out how to complain, our timescales, the escalation route to the Lender for finance-related complaints, and Financial Ombudsman Service rights.
All customer-facing staff are trained on this procedure at induction and at least annually. Training records are held with the training and competence records produced at Shermin's annual audit.
Reviewing Procedure
This policy is formally reviewed every 12 months by the Board, and earlier where there is a material change to regulation, our principal firm's requirements, the customer journey, the finance panel, complaint trends or Installio's operating arrangements. Each review is recorded with the date, reviewer and outcome so that it can be evidenced at Shermin's desktop review and annual on-site audit.
Michael May
CEO
10th September 2026
William Hoyer Millar
Approved Person (FCA) and Chief Commercial Officer
10th September 2026