Making a complaint

We’re sorry to hear that you’re unhappy,
tell us what’s happened so we can fix it

 

Our dedicated Customer Resolution Team is here to help you and will do everything they can to fix it. Whatever your issue we ask that you contact us immediately so that we can investigate and respond with a resolution as soon as possible. In some cases, further investigation may be required; however, your appointed complaint handler will make you aware of this and keep you updated throughout the process...

 

How do I make a complaint?

 

Step 1 - Contact us and tell us what has happened

 

If something is not right, we want to fix it. Our Customer Care Advisers are passionate about helping people and are trained to find the right solution for you. They will do what they can to sort the issue for you straight away but if this is not possible, they will confirm the next steps and we will only close your complaint when you are happy.

To speak to a member of our team, please call us on 0330 202 0298 or send us a message via your online account.

 

Step 2 - A dedicated Complaint Handler and a full review of your complaint

 

If you are not happy with how your complaint has been dealt with or you do not believe your problem has been fixed, you can escalate your complaint to our Customer Resolution Team.

There are several ways that you can do this:

 

- You can call us on 0330 202 0298

- Message us via your online account

- Email us at [email protected]

- Write a letter to Complaints, iSupplyEnergy Limited, Richmond House, Richmond Hill, Bournemouth, BH2 6EZ

- Arrange an appointment to visit our office and meet with us

 

You’ll be contacted by a member of our Customer Resolution Team within five working days. They will work with you to fix any issues with your account. If this can’t be done straight away, they will agree a resolution plan and timescale with you.

 

Whilst we will always look to obtain an outcome that we are both happy with, sometimes we cannot find a mutually agreeable resolution and at this point we will write to you, outlining our final position - this is called a deadlock letter.

 

If you are not happy with the way your complaint has been handled, you are entitled to ask for an internal review. A senior member of the Customer Resolution Team will review your case within five working days and provide their response to you.

 

What can I expect as an outcome to my complaint?

 

- We will acknowledge any mistakes made and apologise for them

- We will take the necessary steps to fix issues and ensure that they stay fixed

- We will provide an explanation of what went wrong and the lessons we can learn to improve

- If it is appropriate, we may pay you some financial compensation

 

Step 3 - external advice

 

If you need independent advice, the Citizens Advice consumer service can provide this with their free, confidential and impartial service.

 

You can contact them for advice at any point during the complaint process on 03454 04 05 06 or at citizensadvice.org.uk/energy. Citizens Advice guide for energy customers, 'Know your energy rights', can be found here.

 

If we are unable to come to a resolution within eight weeks of your complaint being first raised or if we have issued you with a deadlock letter, you can take your concerns to the Energy Ombudsman who will act on your behalf and investigate your complaint. They can be contacted on 0330 440 1624 or via their website at ombudsman-services.org/sectors/energy. They are free, independent and will give a decision based on the facts provided to them.

 

You can download a copy of our complaints process here.

 

 

Our complaints report

 

- Annual complaints report

- Quarterly complaints performance

 

 

Useful contact information

 

Energy Ombudsman

The Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF

[email protected]

www.ombudsman-services.org/sectors/energy

0330 440 1624 or 01925 530263

 

Regulations 

 

Our complaints process is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008.

 

Please note that if your complaint is about a power cut or interruption to your gas supply, you need to contact the distribution company serving your property.

 

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