Complaints Procedure

At a glance

1. Our commitment and scope

Serving Foxes, a trading name of OneCloud Pvt Ltd, aims to resolve every complaint fairly, quickly and free of charge. We will acknowledge your complaint within 2 working days and send a final response within 8 weeks at the latest.

This procedure covers complaints from any customer or prospective customer about our services, including:

• Business energy, broadband, water and payment solutions
• Business finance introductions (loans, merchant cash advance, invoice and asset finance)
• Business insurance introductions
• Business consulting introductions
• Solar PV, battery storage, heat pump, insulation and EV charging introductions, including help with grant applications

It also covers complaints about our staff, website, marketing and how we handle your personal data. Complaints about a product itself (for example, a supplier's bill or an insurer's claim decision) are usually for that provider to answer, but we will help you raise them and pass on any part that relates to us.

2. What counts as a complaint

A complaint is any expression of dissatisfaction, spoken or written, about our service or conduct, where you have suffered or may suffer loss, distress or inconvenience. You do not need to use the word "complaint" for us to treat it as one.

Examples include:

• Information you believe was unclear or misleading
• A switch, application or installation that was delayed or went wrong
• Not being told clearly how we are paid, including supplier commission
• Poor workmanship, damage or an unfinished job on a solar or heat pump installation
• Rude, pushy or misleading sales calls or messages
• Mishandling of your personal data

A simple request for information, or a problem we fix to your satisfaction on first contact, is still logged so we can spot patterns.

3. How to make a complaint

You can complain by any of these routes, and it costs you nothing. We will never ask you to put a complaint in writing first.

To help us resolve things quickly, please include:

• Your name, business name and best contact details
• The service involved (for example, energy switch or solar installation) and any reference number
• What went wrong and when
• What you would like us to do to put it right
• Copies of relevant documents, such as contracts, emails or photos

If you need help making a complaint, for example because of a disability or vulnerability, tell us and we will make reasonable adjustments (see Need extra help?). You may also ask someone else to complain on your behalf with your written permission.

4. How we handle your complaint

Every complaint is handled by someone not directly involved in the issue, overseen by our Complaints Manager, Sankalp Awiskar.

1. Quick resolution (within 3 working days). Many complaints can be sorted straight away. If we resolve yours to your satisfaction within 3 working days, we will confirm this in writing and tell you that you can still take it further if you change your mind.
2. Acknowledgement (within 2 working days). If it needs more time, we will acknowledge it in writing, give you a reference number and the name of the person handling it.
3. Investigation. We will review call recordings, emails and contracts, speak to the staff involved and to any supplier, insurer, lender or installer, and contact you if we need more information. If a third party is responsible for part of the complaint, we will tell you which part, pass it on promptly and keep you informed.
4. Update at 4 weeks. If we have not finished, we will write to explain why and when we expect to respond.
5. Director review. Before any complaint is rejected, a director checks the findings and the proposed outcome.
6. Final response (within 8 weeks). We will set out what we found, whether we uphold the complaint, our reasons, and what we will do to put things right. If we cannot respond in full by 8 weeks, we will explain why and tell you about your right to go to the relevant ombudsman.

Putting things right

Where we are at fault, we aim to put you back in the position you would have been in. Depending on the case, this may include:

• An apology and an explanation of what went wrong
• Correcting the error, for example cancelling or reversing a switch arranged without proper consent
• Arranging for installation work to be completed or remedied at no cost to you
• Refunding any fees or commission-related charges you paid
• Fair compensation for financial loss, distress or inconvenience

We will pay any agreed refund or compensation within 14 days of you accepting it.

Treating you fairly

We take extra care with customers who may be vulnerable, for example because of illness, bereavement, financial difficulty or limited English. Tell us what you need, such as large print, a phone call instead of letters, or a translator, and we will provide it where we reasonably can.

We expect our staff to be treated with courtesy. In the rare case that contact becomes abusive or threatening, we may ask you to communicate in writing only, but we will still investigate your complaint fully.

5. If you are still unhappy

If you disagree with our final response, or 8 weeks have passed without one, you can take your complaint to an independent, free dispute resolution service. Which one depends on the service you complained about:

Household customers, for example solar customers, keep their statutory rights under the Consumer Rights Act 2015 and can get free advice from Citizens Advice (0808 223 1133). Using an ombudsman does not stop you going to court, though its decision may affect that.

Our final response letter will always name the right body and enclose its contact details.

6. Confidentiality, records and learning

We treat complaints in confidence and share details only with people who need them to resolve it, such as the relevant supplier, insurer, lender or installer. We are registered with the Information Commissioner's Office (registration number ZC130857), and your data is handled under UK GDPR and our Privacy Notice.

We keep a record of every complaint, our response and the outcome for at least 3 years, or longer where a regulator or ombudsman requires it. Making a complaint will never affect the service you receive from us.

The Complaints Manager reviews complaint trends every quarter and reports root causes and fixes to the directors. This procedure is reviewed every year, or sooner if the law or regulator rules change.

7. Contact us

Version 1.0 · Effective from 13 October 2026 · Next review October 2027. This procedure is available free on request in large print or another accessible format.