Complaints Policy

1. Purpose

This policy sets out how CRS Energy identifies, records, and handles complaints in relation to its regulated introducing activities as an Introducer Appointed Representative of HTG Finance Ltd ('Hometree'), the principal firm.

2. Scope

This policy applies to all complaints received from retail customers relating to:

• Introducing activities.
• The product or services provided by Hometree.

3. Definition of a Complaint

The definition of a complaint is as follows, in accordance with the FCA Handbook:

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:

• alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
• relates to an activity of that firm, or of any other firm with whom that firm has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.

4. How to Complain

Customers can raise a complaint with CRS Energy by:

• Phone: 01656 253194
• Email: [[INSERT CRS ENERGY COMPLAINTS EMAIL]]

Complaints about Hometree Finance's own products can also be raised directly with Hometree Finance at hello@hometreefinance.co.uk or 0800 987 1789.

5. Handling of Complaints

• Upon receipt of a complaint, CRS Energy promptly forwards complaints to Hometree.
• CRS Energy will cooperate with Hometree in investigating and resolving complaints.
• CRS Energy does not investigate or determine the outcome of complaints relating to Hometree's regulated products - this is handled by Hometree as principal firm.

6. Timescales and the Financial Ombudsman Service

[[CONFIRM WITH HOMETREE FINANCE BEFORE PUBLISHING: exact final-response timescale and FOS referral wording. Suggested placeholder text - Hometree Finance, as principal firm, is responsible for issuing a final response to complaints, normally within 8 weeks. If a customer is unhappy with the final response, or has not received one within 8 weeks, they may be entitled to refer their complaint to the Financial Ombudsman Service (FOS) free of charge.]]

7. Reporting and Record Keeping

CRS Energy maintains adequate records of complaints and provides information to Hometree as required for FCA reporting and oversight.

8. Training

Relevant staff receive appropriate training on recognising a complaint and the complaint forwarding process.

9. Review

This policy is reviewed at least annually.

Last reviewed: August 2026