Customer Complaints

  1. Introduction

We are committed to providing a high quality service to all our customers, and to continuous improvement in our dealings with all clients and stakeholders. When something goes wrong, we need you to tell us about it. This customer complaints procedure will allow us to put things right for you and help to improve our service for others in the future.

  1. Making a complaint

We aim to handle customer complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence, with courtesy and respect.

  1. How you can make a complaint

You can complain by sending an email to us at [email protected], or you can send a written complaint by post to 54 St James Street, Liverpool, L1 0AB. Alternatively you can telephone us on 0330 133 0990 but please be aware we may, where appropriate, ask you to provide further details in writing.

  1. How we handle complaints

A senior employee will initially review the complaint. We will acknowledge a complaint within 10 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within 28 working days unless we agree a different time scale with you.

  1. Time limits

You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly. 

  1. If you are dissatisfied with the outcome

At this stage, if you are still not satisfied, you should contact us again and we will arrange for a Director to review the initial decision. We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

  1. If we are unable to resolve your complaint, or if it’s been unresolved for more than eight weeks

You can refer the matter to the Ombudsman Services Energy Broker ADR Scheme, who are a certified Alternative Dispute Resolution (ADR) provider and offer a free impartial service to our clients.

Link to ombudsman website:  https://www.ombudsman-services.org/sectors/energy-brokers