Despite our best efforts, things can sometimes go wrong. We set ourselves high standards, and when things fall below those standards, we’ll make it a priority to put things right.
We treat any complaint as an opportunity to learn, improve, and review our processes. Once your complaint has been resolved, we’ll inform you of any changes we’ve put in place to avoid recurrence.
If you’re unhappy with any aspect of our service, we encourage you to let us know at the earliest opportunity so we can find a quick solution.
This complaints procedure is totally separate to your right (if you are a Microbusiness Customer) to escalate any complaint relating to your energy supply to the Energy Ombudsman.
Many problems can be resolved quickly and informally by talking directly with the person concerned, and we recommend this as a first step.
If we aren’t able to resolve your concerns informally to your satisfaction, or if you don’t feel it’s appropriate to discuss the issue with the person concerned, please let us know in writing.
When writing to us, please include:
• What’s happened
• Why you’re dissatisfied
• What you’d like us to do to put things right
Email is quickest – you can reach us at email@example.com. If you’d prefer to write to us, you can do so at:
Client Services Manager
Tyne and Wear
We will acknowledge your complaint within two working days of receipt, and provide a substantive response within 10 working days. Occasionally, it isn’t possible to provide a full response in this timeframe. For example, we may need to liaise with a third party such as a supplier, which can take longer. Where this is the case, we’ll let you know when you can expect a full response.
Within our response you can expect an explanation of our findings, an apology where appropriate, and a summary of the actions we’ve taken to put things right.
If you’re still dissatisfied after receiving our response, please let us know. Your complaint will be passed to a director who will personally review it, and contact you with our final response.