Complaints Procedure

Here at the Energy Renewal Team, we are passionate about giving our customers an exceptional service and we are always looking for ways in which we can improve our service. We treat all customers who wish to raise a complaint with courtesy and respect, and endeavour to resolve your concerns within 5 working days; although, we aim to resolve your concerns (at the latest) within 8 weeks from the date your complaint is raised.

All complaints are logged and given a unique reference number, which you can quote during your communication with us. Contact:

Telephone - 0333 880 4030
E-mail – support@energyrenewal.team
Post – Energy Renewal Team, Bartle House, 9 Oxford Court, Manchester, M2 3WQ

Stage 1

Should something go wrong, or you are unhappy with the service you have received, please get in touch with us at the earliest opportunity so we can look to put things right as soon as possible.

Stage 2

If you remain dissatisfied with the resolution initially provided, you can escalate your concerns to a Quality Assurance Officer.

If you are a small business and your complaint relates to the energy services we offer, you might be able to escalate your complaint to the dispute resolution ombudsman. You might be able to use their service if we are unable to resolve your complaint within 8 weeks from the date your complaint was raised or are unhappy with our final response to your complaint.

Their service is free and impartial for you to use. You can contact them by the following methods listed below:

Post: Dispute Resolution Ombudsman, Premier House, First Floor, 1-5 Argyle Way, Stevenage. SG1 2AD

Phone: 0333 241 3209 (Monday to Friday, 9am to 5pm)

website: www.disputeresolutionombudsman.org

Email: info@disputeresolutionombudsman.org

The dispute resolution ombudsman Service is an impartial body and the service is free for consumers.