Complaint Handling Procedure

Are you a micro business?

See the definition and standards set by energy regulator Ofgem to help protect micro businesses. Ofgem has taken the decision to implement the majority of their Micro Business Strategic Review from 1st October 2022 with one change being effective from 1st December 2022. As a micro business you have particular protections under the energy supply licence regime, which provides extra peace of mind.

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Contact Us

As a member of the Ombudsman Services Energy Broker ADR Scheme we have a complaint handling procedure which;

Our Procedure

  • Is visible and accessible on our website.
  • Is available by email or post for free on request.
  • Provides the necessary contact details for clients needing to make a complaint.
  • Explains the steps in your complaint handling process.
  • Makes it clear that clients making complaints will be treated with courtesy and respect.
  • Sets expectations around timescales, including when clients can expect a response.
  • Keeps a record of the complaint, including relevant details such as dates a complaint was received.
  • Clearly communicates the circumstances in which a client can escalate their complaint to Ombudsman Services.
  • This should include reference to them being informed should you not able to resolve their complaint directly, or if it’s been unresolved for more than eight weeks.
  • Makes it clear that our service is impartial and free for our clients to use.

Complaints Handling Procedure

Our Service Standard

We know sometimes things can go wrong and we take complaints very seriously, so if you aren’t happy with our sales and marketing activities or the service you’ve received, we’ll always do our best to put things right.

This page tells you what to do if you have a complaint.

Please give us the opportunity to put it right. When you call or write to us, your Account Manager will manage your enquiry and they’ll do all they can to resolve your issue straight away.

In the unlikely event that we’ve been unable to resolve your complaint, or you remain unhappy you can ask for your complaint to be referred to our Complaints Team and request that they contact you by phone or letter.

What we will do

  1. Rest assured we’re committed to resolving your complaint. We’ll keep in touch with you until it’s finalised.
  2. We’ll carry out a review of all the actions we’ve taken and all correspondence between us.
  3. We’ll keep you informed through to resolution.

Our commitment to you

We’ll always do our best to resolve your complaint within 10 working days. If it takes longer than this, we’ll tell you the likely timescale and keep you informed of our progress throughout. If your complaint is about our sales and marketing activities, you can be assured we’ll investigate it thoroughly as any sales representative acting on our behalf must meet the standards set out in our code of practice.

When complete, our response to any complaint about our service to you, our products or failure to meet the required standards in our sales and marketing will include (where appropriate) an apology, an explanation and/or compensation. We’ll also let you know what we have done to put things right.

Make a complaint

Energy Broker ADR Scheme

In the event that you are not satisfied with how your complaint has been resolved the energy Ombudsman offers
an independent service which is free to use.

They will carry out an independent investigation on your behalf and act as an arbiter to resolve any complaints to a satisfactory conclusion.

You can call them on 0330 440 1624, email them at or visit their website at: for further advise.

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