Complaints Procedure
At Energia Services, we are committed to providing a high standard of service and customer care. However, we recognise that occasionally things can go wrong. When this happens, we are keen to resolve any issues as quickly, fairly, and effectively as possible.
This document explains how you can raise a complaint and what you can expect from our complaints handling process.
Stage 1 – Raising a Complaint with Us
If you are dissatisfied with any aspect of our service, please contact us using one of the methods below:
Telephone: 03305201851
Email: complaints@energia-services.co.uk
In writing: 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ
To help us investigate your complaint efficiently, please provide:
- Your name, business name and contact details.
- Your address and any relevant reference or account numbers.
- A clear description of your complaint.
- Details of what outcome you would like.
- Copies of any relevant supporting documentation.
Our Commitment to You
- We will acknowledge your complaint promptly.
- We will conduct a thorough and impartial investigation.
- We will provide a fair and reasoned response based on all available information.
- We aim to resolve complaints as quickly as possible and within a maximum of 8 weeks.
Stage 2 – Escalation to Dispute Resolution Ombudsman (DRO)
If you are dissatisfied with the outcome of our investigation, or if 8 weeks have passed since you first raised your complaint and the matter has not been resolved, you have the right to refer your complaint to Dispute Resolution Ombudsman (DRO).
DRO is an independent, not-for-profit Alternative Dispute Resolution (ADR) provider.
You can contact DRO using the details below:
Website: https://www.disputeresolutionombudsman.org
Email: info@disputeresolutionombudsman.org
Telephone: 0333 241 3209
Post: Premier House, First Floor, 1–5 Argyle Way, Stevenage, Hertfordshire, SG1 2AD
Energia Services is registered with Dispute Resolution Ombudsman and agrees to abide by any decision they make.