Complaint Handling Procedure – Energy Brokerage
You can get in touch with us by phone, in person, or in writing including by email.
1). In the first instance please speak to your normal energy broker contact.
Contact Details:-
As well as your normal broker contact, you can also make contact via
Our Commitment:-
We would like to reinforce our commitment to continuous improvement. In few
Years of offering this service, complaints have been rare if none at all but
Administrative errors can occasionally occur. In such cases we will:-
*Treat anyone making a complaint with courtesy and respect.
*Deal with any complaints promptly, including with an initial
Acknowledgement within three working days and a fuller response within two
Weeks.
*Keep a record of the date and details of any complaint.
*Be upfront and tackle any issue head on, having established the facts.
*Apologies.
*Discuss making a goodwill gesture if appropriate.
Please note, whilst the fact of the energy market rising so steeply in 2022 is of
Concern, market movements of themselves are not grounds for complaint
about the service offered.
2). If necessary, 1) above can be escalated to the Energy Manager, and thereafter to a
Director.
3) If the issue cannot be resolved or remains unresolved for eight weeks, then you
Have access to the Ombudsman Services Energy Broker ADR Scheme. The
Ombudsman Services is a division within the ‘Ombudsman’ and is impartial and free.
ADR stands for Alternative Dispute Resolution.
Contact Details Of Ombudsman Services :-
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF