Complaints Policy
How to raise a complaint with Ample, what happens next, and how we'll work to put things right.
Last Updated
Customer satisfaction is our highest priority
Our aim is that things never go wrong. If you are unhappy with any part of your experience with Ample, we want to know — and we will work to put it right.
We have a thorough sign-off process for works completed, to ensure you are always happy with the outcome.
This page explains how to make a complaint, the timelines you can expect from us, and the independent escalation routes available to you if we cannot resolve things between us.
How to contact us
You can raise a complaint with our Complaints Officer in any of the following ways:
Email: complaints@backedbyample.com
Phone: 020 4571 0213
Post: The Complaints Officer, Ample, 37 Warren Street, London W1T 6AD
Where possible, please include your name, address, customer reference (if you have one), a description of the complaint, and how you would like us to put things right.
Two routes — and why it matters
Ample offers multiple related products: the installation and servicing of clean heating equipment, and the financing arrangements that fund it (a regulated consumer hire agreement or an unregulated 0% interest credit agreement). Each is governed by a different complaints framework, and the timelines and independent escalation routes are different.
We will always work out which route applies to your complaint and tell you. You don't need to decide this yourself.
Type of complaint | Framework | Independent escalation |
|---|---|---|
Installation, service, equipment, customer experience (non-finance) | Which? Trusted Traders Code of Conduct | Which? Trusted Traders' independent Alternative Dispute Resolution (ADR) Service |
Financing — consumer hire or credit agreement | Financial Conduct Authority rules (DISP) | Financial Ombudsman Service |
If a single complaint touches both — for example, an installation issue with knock-on financial consequences — we will handle the elements together where we can, and direct you to the appropriate independent body if needed.
Complaints about your installation, service or equipment (non-finance)
This section applies to everything other than your finance agreement — your installation, ongoing servicing, the equipment itself, and your wider experience with us. As a Which? Trusted Trader, we follow the Which? Trusted Traders Code of Conduct in handling these complaints.
As soon as possible after the works are completed, please inspect them to check everything has been carried out in line with your contract and to the standard we aim for. If anything isn't right, contact us straight away by phone, email or in writing — and if you write to us, please keep your proof of posting.
What we will do
Within 5 business days of receiving your complaint, we will acknowledge it.
Within 14 days, we will offer you a proposed course of action to resolve the complaint.
If we agree remedial work with you, we will arrange a convenient date and carry it out as soon as reasonably practicable, and in any event within 8 weeks of the date you agree to it.
We will keep you updated on progress throughout, by phone or in writing.
If we decide not to uphold your complaint, we will explain why in full.
We will not ask you to deal directly with our installers, equipment manufacturers, or insurers in order to resolve your complaint. Resolving it is our responsibility.
If we cannot resolve it between us
In the unlikely event that we cannot resolve your complaint, having exhausted our complaints procedure, it may be necessary to use another complaint service. Where we cannot resolve things to your satisfaction and both parties agree that a ‘deadlock’ has been reached, you can escalate your complaint.
As a Which? Trusted Trader, we have access to an independent Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts, as part of the Which? Trusted Traders endorsement. The service is independent, free to consumers, and not-for-profit. They assess the facts of each case and we are bound by their decision.
If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. Contact Which? Trusted Traders, who can explain whether you are eligible to use their ADR service:
Phone: 02922 670 040
Email: trustedtraders@which.co.uk
Online: trustedtraders.which.co.uk
Complaints about your finance agreement
If your complaint relates to your regulated consumer hire agreement, your unregulated 0% credit agreement, or any other regulated activity, we follow the FCA's complaints handling rules (DISP). Fornax Energy Ltd is an Appointed Representative of Product Partnerships Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 626349).
What we will do
We aim to resolve every finance complaint as quickly and fairly as possible. The FCA framework allows for two paths.
Resolution within 3 business days — Summary Resolution. If we are able to resolve your complaint to your satisfaction within 3 business days, we will send you a Summary Resolution Communication confirming that the matter is closed and explaining your right to come back to us, or to refer the matter to the Financial Ombudsman Service, if you change your mind.
Resolution beyond 3 business days — Formal process. If your complaint cannot be resolved within 3 business days, we will:
Send you a written acknowledgement and details of our complaints handling procedure within 5 business days.
Investigate fully, contacting you for clarification where needed.
Send you a final response letter as soon as possible, and in any event no later than 8 weeks after we received your complaint, setting out our decision, the reasons for it, and any redress we are offering.
If we cannot give you a final response within 8 weeks, we will write to you explaining why, and let you know your right to refer the complaint to the Financial Ombudsman Service.
Our principal firm
If you have a finance-related complaint and would prefer to raise it with our principal firm, you can contact Product Partnerships Ltd:
Address: Product Partnerships Ltd, Second Floor, Atlas House, 31 King Street, Leeds LS1 2HL
Email: info@productpartnerships.com
Phone: 01274 921234
The Financial Ombudsman Service
If you remain dissatisfied with our final response, or if 8 weeks have passed without a final response, eligible complainants may refer the matter to the Financial Ombudsman Service. You must do so within 6 months of the date of our final response or you may lose the right to use the service.
Eligible complainants include consumers, microenterprises, charities with annual income under £6.5m, trustees of trusts with assets under £5m, certain small businesses, and guarantors.
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567 (free from most landlines), 0300 123 9123 (cheaper from mobiles), +44 20 7964 0500 (from abroad)
Website: www.financial-ombudsman.org.uk
We co-operate fully with the Financial Ombudsman Service in resolving any complaint and we are bound by any award they make.
Closing your complaint
Where you confirm that you are satisfied with the outcome and any resolution we have proposed, we will treat your complaint as closed.
Where we have issued a final response and we have not heard back from you within 4 weeks, we may also treat your complaint as closed. This does not affect your right to refer the matter to the relevant independent body within the time limits above.
Records
We keep a full record of all complaints, our investigation, and the outcome. These records are retained in line with our regulatory obligations and the Which? Trusted Traders Code of Conduct.
Nothing in this policy affects your statutory rights
This policy operates alongside, and does not replace, your rights under the Consumer Rights Act 2015, the Consumer Credit Act 1974, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection law.