Complaints Procedure
At Energy Solutions, we strive to deliver a transparent, professional and ethical service to all our business clients. If you are dissatisfied with any aspect of our service, we want to hear from you. This procedure ensures all complaints are handled promptly, fairly and in line with the Ofgem TPI Code of Practice and Financial Ombudsman Service.
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How to Make a Complaint
You can contact us in any of the following ways:
- Email: info@energysolutions.co.uk
- Phone: 0330 1358266
- Post: Unit 20 Neptune Court, Vanguard Way, Cardiff CF24 5PJ
Please include:
- Your company name and contact details.
- The nature of your complaint (including dates, contracts, or representatives involved).
- Any supporting documents.
- Your preferred resolution.
Acknowledgement
We will acknowledge receipt of your complaint within 5 working days of receiving it.
Investigation
Your complaint will be reviewed by a senior manager or compliance officer who was not directly involved in the matter.
We aim to issue a comprehensive written response within 10 working days. If the investigation takes longer, we will provide progress updates and a revised timeline.
Resolution
Once the investigation is complete, we will:
- Clearly explain our findings
- Detail any corrective or preventative actions
- Offer an appropriate resolution (such as an apology, clarification, or remedial action)
- If you are satisfied, the matter will be considered resolved and closed.
Escalation
If you are not satisfied with our final response, or eight weeks have passed since your complaint was first raised, you may refer the matter to the Energy Ombudsman.
This is a free and independent service for small business customers.
Energy Ombudsman
Website: www.energyombudsman.org
Phone: 0330 4401624
Email: enquiry@energyombudsman.org
Address: Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF.
Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Phone: 0300 1239123 or 0800 0234567; 0800 0328000 (SME)
Email: complaint.info@financial-ombudsman.org.uk or Online Complaint Form
Address: Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
You must contact Energy Ombudsman within 12 months of our final response and for Financial Ombudsman Service, you have a 6-month window for escalation after a final response.
Continuous Improvement
All complaints are logged, monitored and reviewed periodically by our Compliance Team. We use complaint data to identify trends, improve our processes and maintain compliance with the Ofgem TPI Code of Practice.
Record Retention
We keep complaint records securely for 5 years to support audits and quality assurance.