Complaints

We want to put things right. How you complain depends on what your complaint is about. If you're not sure, call us free on 0800 688 9666 and we'll point you in the right direction.

Please contact us in the first instance:

Cozy Home Solutions Ltd
Unit 2, Old Station Yard, Watlington Road, Oxford, OX4 6FE
0800 688 9666
admin@cozyhomesolutions.co.uk

We will acknowledge your complaint and keep you updated until it is resolved.

We are a member of the HIES Consumer Code. If we are unable to resolve your complaint, you may be able to refer it to HIES.

Cozy Home Solutions Ltd is an Introducer Appointed Representative. We do not provide credit ourselves. We introduce customers to a finance provider — either Phoenix Financial Consultants Limited or HTG Finance Limited — and that provider is responsible for the credit agreement.

If your complaint is about your finance agreement, you can complain either to us or directly to the finance provider named on your credit agreement. Please check your agreement to identify the provider, or call us on 0800 688 9666 and we will tell you who to contact.

If you complain to us, we will pass your complaint to the relevant provider and confirm to you that we have done so.

If a complaint about finance is not resolved to your satisfaction by the finance provider, you may be able to refer it to the Financial Ombudsman Service. The Financial Ombudsman Service has the final decision as to whether it can consider a specific complaint.

Financial Ombudsman Service
Exchange Tower, London, E14 9SR
0800 023 4567
financial-ombudsman.org.uk