We promise to always try to keep things clear and easy to understand, but if something isn’t right, then tell us and we’ll jump in and try to fix things as quickly as we can. Feel free to let us know how you think we should fix things.
We will aim to resolve your complaint within 5 working days, but If we can't do it in this time frame, please note that we're typically allowed up to 8 weeks to investigate your complaint and produce what's called a 'final position' email.
In our response we will always be open in acknowledging any mistakes that have been made and apologise when something has gone wrong. We will set out what we have done to fix things and how we will improve to make sure the same thing doesn't happen again.
Here are the steps:
Let us know:
You can contact us directly from the website by using the help button on the bottom right of your screen or send an email to firstname.lastname@example.org. If you need to speak to us just let us know and we’ll call you back.
You can also write to us at the address below:
If there’s still a problem:
We hope the first person handling your complaint has got to the bottom of what’s gone wrong. If you don’t agree the resolution is fair, we’ll get a fresh pair of eyes to take over. They might agree with what’s already been offered or spot something that’s been missed, either way they’ll work with you to find a solution you’re both happy with.
If you have been working with one of our Experts and you still feel your complaint isn't resolved after 4 week, please let us know and we will discuss your case with a Manager. Once your case has been reviewed by a Manager, you will receive a response within 5 working days or an email explaining why more time is needed and details of when you can expect next response. The Manager may produce a Final Position email at any point if there is nothing further we can add to your complaint.
If you have missed out of any credits or savings due to a Social Energy hub issue then we will ensure to return the account to normal - as if the fault had not occurred.
We are aware that there will be times that you will need to contact us if things go wrong and it is impossible to quantify the amount of money that one person considers the time taken and trouble caused to be worth.
A mistake can affect you practically or emotionally, as well as financially. For this reason, we may award further goodwill to recognise other types of non-financial impact or loss, should we feel there has been a breakdown in service.
Whilst it is widely recognised that there may be times that you will need to contact a Tech company to put things right - we might award a further goodwill credit if we feel you have faced obstacles or difficulties that could have been avoided if we’d handled things differently. This will usually be in the area of £30 - £50.
Any compensation offered will be clearly outlined in our resolution but this is not guaranteed.
Independent help and advice is at hand whenever you need it. You can contact Citizens Advice regardless of whether you have a complaint or at any point during the complaint process. Citizens Advice Consumer Services provides free, independent, impartial advice about the energy supply industry. You can find out more from their website citizensadvice.org.uk/energy or call them on 0808 223 1133.
How we handle unacceptable behaviour
It can be stressful to make a complaint and we understand that, but we won’t accept poor treatment while dealing with your complaint, including:
- aggressive behaviour
- abusive language or swearing
- unreasonable demands – like demanding that someone talks to you immediately
- If you’re seriously or repeatedly abusive we might refuse to deal with your complaint.