Complaints Handling Procedure

Under the new GDPR guidelines, you can request the reasons why personal data is being processed, the description of the personal data held, who has received or will receive your personal data and/or the details of the origin of your data if it was not collected from you.

By getting in touch to request such data, we will require proof of identification, we will get back to you in 28 days with your data or a timeline as to when you should receive the requested data. We are entitled up to 3 months to respond with your data, but will do our very best to get back to you before then. There is no fee to request access to your data, however, you may incur a small admin fee if your requests are unfounded, excessive or repetitive.

If you would like to request the personal data that we, C&T Eco Consultants Ltd hold on you, or you would like to request the removal of such data, please contact us by:

Phone: 01792 446 646
Mail: 1 High Street, Pontardawe, Swansea, SA8 4HU

We will aim to respond within 2 working days of receiving your request.




The principle department assigned to deal with complaints is:


Customer Services

C&T Eco Consultants,

1 High Street,





Tel No: 01792446646

Email address:

Company Registration No: 09312960

FRN: 766066


Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.

When that happens, we want you to tell us what went wrong so we can put matters right.

We want to:

  • Make it easy for you to tell us what went wrong;
  • Give your complaint the attention it deserves;
  • Resolve your complaint fairly without delay; and
  • Make sure you are satisfied with how your complaint was resolved.


How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In person – call into our office at the address shown overleaf. We are open Monday to Friday from 08.00 am – 4.00pm.

In writing – write to us at the address shown and address your letter to The Customer Complaint Manager.

By telephone – call us on 01792 446646 during our office hours and ask for the Customer Services Department.

By email – use the email address shown.


How long will it take?

We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:

  • Why we have not resolved your complaint;
  • Who is dealing with your complaint; and
  • When we will contact you again.


We will aim to resolve your complaint quickly but it may take longer if it is complex.


We will keep you informed on a regular basis but if you need an update please call us on 01792446646 and ask to speak to the person handling your complaint.


If we cannot reach agreement with you?


If we can’t agree a solution with you within eight weeks, we will:

  • Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.


  • Issue our final decision letter which will explain our final position.


The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.


Please note: Only complaints relating to the sale of financial services should be referred to FOS.


Financial Ombudsman Service can be contacted in writing:


Financial Ombudsman Service

Exchange Tower


E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)



Further information can be obtained from the Financial Ombudsman Service’s website at



If you are dissatisfied with a product or process with Improveasy, please download the attachment below for more information to complain.

Download Improveasy complaints procedure