Step 1:
Contact us using one of the methods listed below. Please provide as much detail as possible to assist us handle the complaint and indicate how you would want to be notified going forward.
Step 2:
If we are unable to handle the query immediately, we endeavour to examine and answer within 7 working days. We are always striving to enhance our services and take any kind of discontent seriously. A resolution might take the form of an apology, an explanation, corrective action, or monetary compensation.
Step 3:
We will conduct an internal review of your case within 3 working days if you are not content with how we handled the situation after we have answered or if you are not happy with how we handled the complaint. When we have completed our investigation into the complaint, we will deliver a final resolution. If the contract is active with an Energy Supplier, we could occasionally be unable to provide the required resolution; nevertheless, we will always let you know if this is the case and what to do next.
Step 4:
Hopefully, it won't come to this and we'll have handled your complaint to your satisfaction, but if we haven't been able to agree on a settlement, the complaint will be placed on hold, and if it hasn't been resolved within eight weeks as a micro-business, you may contact the Energy Ombudsman, who is an unbiased and free service.
The Energy Ombudsman,
