Complaints Procedure
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1. Purpose
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.
2. How to Make a Complaint
You can contact us in any of the following ways:
Email: info@energysolutions.co.uk
Phone: 0330 135 8266
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
3. Acknowledgement
We will acknowledge receipt of your complaint within 5 working days of receiving it.
4. 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.
5. 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.
6. 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 440 1624
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 123 9 123 or 0800 023 4567; 0800 032 8000 (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.
7. 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.
8. Record Retention
We keep complaint records securely for 5 years to support audits and quality assurance.