Complaints Procedure

Whilst we appreciate you have felt you have had the need to raise a complaint, this process outlines how we as a Company will manage and handle your complaint.

Firstly, we will determine if the complaint is about the services provided by our consultancy services, in which case we will follow the below procedure or if the complaint is about the energy supplier themselves, in which case we will assist you with raising a complaint to the energy company involved.

If the complaint is about the service provided by our energy consultancy, we will follow the below guideline:

• Please request a copy of our complaints procedure and complaint form free of charge by sending an email to jayne@theenergyspecialists.co.uk or by post to Mansfield House, 22 N Gate, Sleaford NG34 7DA or telephone 01522 300 219

• Please return the completed complaints form providing any evidence you wish us to take into consideration whilst investigating your complaint. This can be emailed or posted to the above contact details.

• We will register your complaint on our Complaints Register and allocate a reference number that will be used in all correspondence with yourselves

• We will acknowledge receipt of your complaint within 7 working days

• We will immediately commence the investigation into your complaint, and we may have to consult third party companies such as the energy suppliers to obtain further information so will need to comply with their service level agreements for responding to our request, however we will aim to provide a resolution within 28 days from the receipt of the completed Complaints Form or we will provide you with an update if we have not been able to complete the investigation within 28 days, and we will advise when you can expect a further update from ourselves

• We will provide you with a letter detailing the outcome of our investigation and any further action required by our Company which could be an apology, making a goodwill gesture, giving compensation or a deadlock letter.

• We are committed to continually improving our procedures and will treat all customers complaints with courtesy and respect.

Should the result of the investigation not be to your satisfaction, you will have the right to appeal the decision by contacting:
Managing Director: David Brighton
Email: admin@theenergyspecialists.co.uk

If you have not had a satisfactory resolution or update about your complaint within 8 weeks of initially raising the complaint and you are a micro-business you have the right to approach the Ombudsman Alternative Dispute Resolution Service (ADR) free of charge to ask them to get involved with achieving a resolution to your Complaint. The ADR service is impartial and will ask you to complete their complaints process procedure and detail how they will manage the complaint.

Please use the below link for details of the ADR scheme:

The Complaints Process | Ombudsman Services (ombudsman-services.org)

Our ADR registration number is C35THEE10