Refund and Dispute Policy
Effective Date: 01/01/2026
Energy Funding Service
Address: Hafley Court Buckley Road Rochdale OL12 9DJ
This Refund & Dispute Policy explains how refunds and disputes are handled for measures and products arranged by Energy Funding Service using finance or funding mechanisms.
1. Refund Eligibility
Refunds may be considered in the following circumstances:
Services were cancelled within the applicable cooling-off period and no works commenced.
Installation could not proceed due to circumstances beyond the customer’s control.
A qualifying issue has been identified where services were not delivered as agreed.
Refund eligibility will depend on:
The stage of the installation or works
Costs already incurred
The terms of the finance or funding agreement
2. Non-Refundable Situations
Refunds will generally not be issued where:
Installation or works have been completed successfully.
Delays or issues arise due to customer-related factors (e.g. access issues, incorrect information provided).
The issue relates solely to installer workmanship, which is covered under installer warranties and guarantees.
3. Finance-Based Refunds
Where finance is involved:
Any approved refund will normally be processed through the finance provider, not directly to the customer.
Refunds may be applied as a credit adjustment to the finance balance rather than a cash payment.
Processing times may vary depending on the finance provider.
4. Raising a Dispute
If you wish to raise a dispute regarding:
Installation quality
Eligibility decisions
Delays or service issues
Please contact us via:
Email: funding@energyfund.org.uk
Phone No – 0300 302 0221
Include:
Your full name and contact details
A clear description of the issue
Any supporting evidence (photos, correspondence, documents)
5. Dispute Resolution Process
We will acknowledge your dispute within 2 working days.
We will investigate the matter in coordination with the installer and/or finance provider where applicable.
A formal response will be issued within 10 working days, or longer where complexity requires (you will be informed if so).
6. Escalation
If you are dissatisfied with the outcome:
You may request an internal review by a senior team member.
If finance-related, you may also escalate the matter directly to the finance provider.
You retain the right to contact appropriate external bodies, including the Financial Ombudsman Service, where applicable.
7. No Impact on Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer protection law.
Contact Information
Energy Funding Service
Website: https://fundingservice.org.uk/
Email: funding@energyfund.org.uk
Phone No – 0300 302 0221
