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Complaint Handling Procedure
We are committed to handling complaints efficiently, fairly and transparency.
Here’s our step-by-step process:
Step 1
Submit a Complaint
- Send an email to: [email protected]
- Include: Company name, contact details, complaint description, data and desired resolution.
- We acknowledge complaints within 3 business days.
Step 3
Investigation & Resolution
We investigate promptly and aim to resolve:
- Minor issues within 5 business days
- Complex issues within 10 business days
Step 5
Escalation Process
- If unresolved, the case gets escalated to a Senior Manager for resolution within an additional 5 business days.
- Unresolved cases can be taken up with the Energy Ombudsman after 8 weeks.
- The Alternative Dispute Resolution through the Energy Ombudsman is always free of charage and impartial.
- The Energy Ombudsman can be reached as follows:
Post: Ombudsman Services Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: [email protected]
Step 2
Assesment & Logging
Complaint is logged and categorized bases on severity:
- Minor (e.g., billing issues by supplier)
- Moderate (e.g., service delivery concern)
- Major (e.g., contract disputes)
Step 4
Response & Resolution
- We provide a formal response outlining findings, proposed resolution and preventive measures.
- Customer agreement closes the complaint.
Step 6
Follow-Up & Continuous Improvement
- Confirm resolution and collect feedback.
- Analyze complaints for ongoing improvement.
We value your feedback and are dedicated to continuously improving our services!
Step 1
Submit a Complaint
- Send an email to: [email protected]
- Include: Company name, contact details, complaint description, data and desired resolution.
- We acknowledge complaints within 3 business days.
Step 2
Assesment & Logging
Complaint is logged and categorized bases on severity:
- Minor (e.g., billing issues by supplier)
- Moderate (e.g., service delivery concern)
- Major (e.g., contract disputes)
Step 3
Investigation & Resolution
We investigate promptly and aim to resolve:
- Minor issues within 5 business days
- Complex issues within 10 business days
Step 4
Response & Resolution
- We provide a formal response outlining findings, proposed resolution and preventive measures.
- Customer agreement closes the complaint.
Step 5
Escalation Process
- If unresolved, case gets escalated to a Senior Manager for resolution within an additional 5 business days.
- Unresolved cases can be taken up with the Energy Ombudsman after 8 weeks.
- The Alternative Dispute Resolution through the Energy Ombudsman is always free of charage and impartial.
- The Energy Ombudsman can be reached as follows:
Post: Ombudsman Services Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: [email protected]
Step 6
Follow-Up & Continuous Improvement
- Confirm resolution and collect feedback.
- Analyze complaints for ongoing improvement.
We value your feedback and are dedicated to continuously improving our services!