Making a complaint

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

How do I make a complaint?

 

Our dedicated complaints team are 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 complaints handler will make you aware of this and keep you updated throughout the process.

 

There are several ways that you can make a complaint:

 

- Fill in our complaints form

- Message us via your online account

- Email us on complaints@isupplyenergy.co.uk

- Call us on 0330 202 0298

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

 

Please quote your account number in any correspondence so that we can easily identify you.

 

If you’re acting on behalf of an account holder please ask them to contact us with their consent before you get in touch.

 

 

Our complaints process

 

1. Contact us and tell us what’s happened

 

2. We’ll confirm we’ve received your complaint

 

We’ll do this within the next working day of receiving your complaint. You'll receive confirmation from us via a message in your online account which will also include your complaint reference number.

 

3. We aim to resolve your complaint within the next working day

 

If this is possible, we will make it clear in our confirmation message and request your acknowledgement that this has been resolved. If this isn’t possible, we will continue to investigate your complaint which may take up to 28-days. Your dedicated complaints handler will advise you estimated timing of reaching a resolution.

 

4. If we need to investigate further, we’ll aim to resolve your complaint within 28 days of receiving it.

 

If we’re able to reach a resolution that you’re happy with within 28 days of receiving your complaint, we’ll contact you confirming it. However, if we can’t resolve your complaint within this timeframe, we will continue to work on a resolution.

 

5. Eight-week resolution

 

Occasionally, a complaint may require significant investigation in order to resolve it. Industry regulations give us a maximum of eight weeks to resolve complaints. If this is the case, your dedicated complaints handler will keep you informed. If we’re able to reach a resolution within this time, we’ll contact you to confirm that you’re happy with the outcome.

 

If we can’t agree on a resolution within this timeframe we will continue to work towards an agreeable outcome and will let you know that you have the right to refer to the Energy Ombudsman. This is a free and independent service that works to resolve complaints consumers raise about their energy suppliers.

 

To ensure the Ombudsman can help you effectively, we will give them your 'case file', which contains key information related to your complaint. It will review the complaint and the steps we’ve taken to resolve it. We will work with them to reach a fair outcome.

 

The Ombudsman’s decision is binding on iSupplyEnergy and it has the power to enforce an outcome. They can require us to provide an apology or explanation, take corrective action or provide you with compensation.

 

Please be aware any complaints brought to the Ombudsman prior to eight weeks will be directed back to us. We will then work with them to reach a mutually agreeable resolution.  

 

You can download a copy of our complaints process here

 

 

What happens if I’m not happy with your resolution?

 

Throughout the complaints process, we’ll do our best to reach a resolution that you’re happy with. However, in some cases, it may become clear that we’re unable to agree on a resolution. On those rare occasions, we will contact you confirming the reasons why we can’t meet your expectations and give you the contact details for the Energy Ombudsman. We will then work with them to reach a satisfactory agreement.  

 

 

Citizens Advice Bureau

 

If at any stage, you’re unhappy with the way your complaint has been handled or feel unsure about your rights, you may contact Citizens Advice Consumer Service for independent, impartial and free advice.

 

Citizens Advice Bureau's guide for energy customers, 'Know your energy rights', can be found here.

 

 

Our complaints report

 

We publish a quarterly report detailing how many complaints we receive and how successful we are in achieving resolution. View our complaints reports.

 

 

Useful contact information

 

Energy Ombudsman

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

enquiries@os-energy.org

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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