Our complaints procedure is set out on our website and you can request a “FREE COPY” by contacting us as follows:
Have a complaint:
We are really sorry to hear, please contact us asap, so our team can look to assist by any of the following:
We are here to help in our ongoing efforts for continuous improvement.
Should there be an issue regarding any of our services, we aim to resolve these as quickly as possible.
We will endeavour to resolve your issue within a ten working day period of receiving your notification. We will keep you advised of your complaint number and date received at the initial notification within 24hrs and if unresolved within ten working days an update will be sent you via email or preferred contact details fortnightly or contact us at any time during these periods.
However depending on the type of issue, it can and may take a little longer, therefore if we have not been able to resolve the issue within eight weeks, or we cannot come to an agreement that satisfies a way forward with you, we will unfortunately have to register this as a ‘deadlock’, in which case we will write to inform you of this and that you have the right to pass your complaint to the Ombudsman Services: Energy Broker “Alternative Dispute Resolution Scheme” (ADR), who are there to help resolve disputes between energy brokers and their customers.
The Ombudsman’s services is a “FREE SERVICE” to use and are totally independent of any energy supplier, or broker – they do not take sides and their decisions are based entirely on the information they receive directly from you the customer and records provided by the broker.
Once a decision has been provided by the Ombudsman Services: Energy Broker “Alternative Dispute Resolution Scheme” (ADR), you do not have to accept their decision, however should you wish to, we will act on what they say.
The decision provided may include but not limited to:
- An apology
- Explanation into how things occurred and possible resolution
- Resolving the issue
- A goodwill gesture or compensation.
YOU MAY CONTACT THE OMBUDSMAN IN ANY OF THE FOLLOWING WAYS:
- Visit: www.ombudsman-services.org
- Phone: 0330 440 1624
- Email: [email protected]
- Post: Ombudsman Services/Energy Broker: Energy, P.O. Box 966, Warrington, WA4 9DF
Unsure of your rights as an Energy Consumer?
By visiting the following you can get “FREE independent advice” and assistance by contacting:
For England & Wales,
DON’T FORGET! YOU CAN CONTACT ALL OF THE ABOVE FOR ASSISTANCE, AT ANY TIME WHETHER BEFORE, DURING OR AFTER THE COMPLAINTS PROCESS.
Additionally for more legislative information:-