At Energy Solutions, we try to give our customers the service they deserve. However, if you have an issue or would like to make a complaint, please let us know by following the steps below.
All complaints will be treated with courtesy and respect.
Our Responsibilities
To provide an efficient, fair, and structured mechanism for handling complaints.
To provide all our customers with access to the complaints handling process,
To keep customers informed about the progress of their complaint and the expected timeframe for resolution.
We will meet regularly to review our complaints & procedures so that we can commit to continuously improving.
Summary and how to make a complaint
STEP 1:
We want to try to resolve your complaints as soon as possible, so we urge you to call our customer service team on 0131 610 1688.
Complaints can be made and managed over the phone or by email or letter:
Email us at issues@utility-alliance.com
Call us on 0203 369 8868
Write to: Customer Service Manager, Energy Marketing and Trading Ltd, Hudson House, 8 Albany Street, Edinburgh, EH1 3QB.
Please include this information with your complaint:
- Business name and address
- Contact name & number
- Account number or mprn or mpan (You can find these on any bill)
- Details of the problem and any suggestion of how you would like us to put it right
STEP 2:
Handling Your Complaint.
We will acknowledge your matter via email or in writing within two business days when we receive a complaint.
Your complaint will be logged, and we aim to resolve the problem within seven business days. We’ll give you a reference number and contact you as soon as we’ve sorted out your issue.
If we haven’t resolved your complaint within seven business days, we’ll contact you to explain why and determine the next step.
We will keep in touch on the latest developments.
STEP 3:
We will advise you in writing of the outcome of your complaint, which could include an apology, making a gesture of goodwill or giving compensation.
Your Options
If you are unhappy with our final resolution, we have reached a deadlock, or it’s taking too long to resolve your complaint (8 weeks or more) then you are welcome to contact Ombudsman Services.
Ombudsman Services offer an alternative dispute resolutions scheme (ADR Scheme), so if you are unhappy with our final decisions, we have reached a deadlock, or we haven’t resolved your issue in 8 weeks, you can raise a complaint by contacting them on 0330 4401624, Email: enquiry@ombudsman-services.org or Web: www.ombudsman-services.org or visit www.os-energy.org, or write to them at PO Box 966, Warrington, WA4 9DF.
The Ombudsman Service ADR service is free of charge.