The Best Energy Rates Complaints Procedure

The Best Energy Rates

Making a complaint

We are sorry you have a reason to complain. Sometimes things can go wrong and, if this happens, we want to work with you to reach a resolution that you are happy with.

To make a complaint please follow our guide to our complaints procedure – to resolve your complaint quickly and efficiently.

Our complaints procedure

Our complaints procedure for energy is designed to help you make sure that all your queries are answered to your satisfaction. There are several steps you can follow to make sure your points are fully answered.

Independent help and advice is available at any stage from the Citizens Advice consumer service.

Talk To Us

We have a helpline – 01256 844048 – open from 9am to 5pm Monday to Friday, where you can talk to us about any queries or issues you have.

When you telephone us with a problem, we will attempt to resolve any issues with you while you are on the call. However, if necessary your complaint may need to be investigated, if this is the case a time frame will be set and a call back arranged for a time to suit you.

If you write to us with a problem, we will aim to fully resolve matters by 6pm the following working day after we receive your letter. Please include your name, company name, mpan and/or full address so we can contact you back. We may try to contact you by telephone to help with this resolution.

If, at any time, you would prefer to talk to us face to face about your complaint, you can request a site visit to our head office at Unit 2 Minerva House Calleva Park Aldermaston Berkshire RG7 8NA.

If we cannot resolve your complaint fully or have not agreed a form of resolution within 6 weeks after your first contact, then you can proceed to the Ombudsman.

Ombudsman Services: Energy

• If a complaint remains unresolved after 8 weeks or has reached deadlock, then the customer has a right to use Ombudsman Services
• Ombudsman Services are impartial and free to use
• Ombudsman Services can be contacted as follows:

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: [email protected]

Ombudsman Services: Energy will carry out a free, independent investigation on your behalf. As part of resolving your complaint, they may ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation. Any decision they make will be binding on our company, but not on you, so you can seek further advice if you wish to.

Here’s how to contact the Ombudsman Services: Energy:

Phone: 0330 440 1624

Textphone: 0330 440 1600

Email: [email protected]

Website: www.ombudsman-services.org/energy