Your customer asks about financing. What are you allowed to say as an installer?

The question installers are hearing more and more often? “Sounds good, but how do I actually pay for this?” And that’s exactly where the conversation takes a turn. You want to help, but giving financial advice is off-limits. And that’s exactly where a lot of confusion arises in practice. As an installer, what can and can’t you say about financing options? Our colleague Tom explains it below.

The good news: you can say more than you think

Many installers become unnecessarily cautious as soon as the topic of financing comes up. It’s as if the only thing you’re allowed to say is, “You’ll have to look into that yourself.”

But today’s consumers simply expect more clarity when it comes to sustainability. Not just about the technology, but also about affordability.

You are allowed to:
- explain that financing options exist;
- mention that the Warmtefonds or the Stimuleringsfonds Volkshuisvesting Nederlandse Gemeenten (SVn) offer possibilities;
- explain that customers can compare monthly costs;
- refer customers to a specialized party such as Prets.

That falls under providing information.

Where things get interesting: personal financial advice

This is where things often go wrong in practice. Not on purpose, but out of enthusiasm or a desire to be helpful.

For example:
“I would go for this loan myself.”
“This option is better.”
“This is definitely a smart financial move for you.”

It sounds harmless, but at that moment, you’re shifting from providing information to giving personal financial advice. That’s exactly where potential AFM risks begin.

Also things like:
- filling out income information;
- reviewing pay stubs;
- assessing the provider’s reliability;
- making financial statements on behalf of the customer.

This is simply not the role of an installer.

So what actually works?

Keep the conversation practical.

Don’t say:
“This is the best loan.”

Do say:
“With Prets, you can compare different financing options, get an immediate overview of the expected monthly payments, and receive assistance with the application if needed.”

That difference may seem small, but legally and communicatively, it’s a world of difference. After all, an installer doesn’t need to become a financial advisor to help customers.

In fact, consumers usually don’t expect financial advic

The smartest installers actually do one thing really well

They help alleviate doubts—without trying to take on the role of an advisor.

So:
- explain sustainability;
- initiate the financial discussion;
- show that there are options;
- and then refer them to the appropriate process or specialist.

Prets then guides the financial aspect further within a secure and licensed environment. In addition, as an installer, you’ll be kept informed throughout this process, so you stay in control.

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Why this topic is becoming increasingly important

Because sustainability is increasingly becoming a financial decision rather than just a technical one.

Customers don’t just want to know:
“Which heat pump should I get?”

But also:
“What does this actually mean for my monthly bills?”
And honestly, that’s not a strange question at all.

That’s exactly why installers who communicate clearly gain so much trust.

Not by pretending to be financial experts. But by giving customers a clear overview at the right time.

That’s nice to have sorted out, isn’t it?