Complaints Handling Procedure

We are committed to providing a high standard of service to all our clients. However, we understand that there may be occasions when you are unhappy with the service you have received. If you have a complaint, we encourage you to bring it to our attention so that we can resolve the matter as quickly and efficiently as possible.

How to Make a Complaint:

You can make a complaint to us by:

  • Phone: 07593547014

  • Post: 45 Amblefield Way, ST16 1SU, Stafford

What to Include in Your Complaint:

  • Your name and contact details

  • A clear description of your complaint

  • Any relevant dates or reference numbers

  • Copies of any supporting documentation (e.g., emails, letters)

Our Complaints Handling Process:

  1. We will acknowledge your complaint within 7 working days of receipt.

  2. We will investigate your complaint thoroughly and aim to provide a full response within 21 working days.

  3. We will keep you informed of the progress of your complaint throughout the process.

  4. If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer your complaint to the Energy Ombudsman.

  5. In case we’re not able to resolve their complaint directly, or if it’s been unresolved for more than eight weeks, the client can escalate their complaint to Ombudsman Services

Energy Ombudsman:

The Energy Ombudsman is an independent dispute resolution service that can help you if you are unhappy with the final outcome of your complaint. Their service is free and impartial.

Contact Details:

  • Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

  • Phone: 0330 440 1624

  • Email: enquiry@ombudsman-services.org

Commitment to Continuous Improvement:

We take all complaints seriously and use them as an opportunity to improve our service. We will keep a record of your complaint and the outcome, and we will review our procedures on a regular basis.

Our Service is Impartial:

We are committed to resolving all complaints fairly and impartially. We will not discriminate against any client because they have made a complaint.

We Value Your Feedback:

We appreciate your feedback, both positive and negative. If you have any comments about our complaints handling procedure, please do not hesitate to let us know.

Please Note:

We may not be able to consider complaints that are made outside of 12 months from the date the issue occurred.

We hope that you will never need to use this complaints procedure, but if you do, we assure you that we will deal with your complaint fairly and efficiently.