Complaints Procedure

This procedure is available by email and post and is free upon request.

We pride ourselves on our commitment to service and continual improvement however, we recognise sometimes things do go wrong.

In the event you wish to make a complaint, please contact:

Mark Cleary


10 Leatherline Business Centre

71 Narrow Lane



Tel: 0116 283 5032 or;


All complaints will be handled with courtesy and respect.

In the event of a complaint, we shall:

  • Acknowledge the complaint within 1 day of receipt.
  • Aim to provide a response within 8 weeks.

Any complaint can be made and progressed through each stage by phone, in person or in writing (including by email).


Remedies to a complaint may include:

  1. An apology
  2. A goodwill gesture
  3. An offer of compensation or;
  1. A combination of all three

If your complaint remains unresolved after 8 weeks or you do not agree with the outcome, provide referral rights to the Ombudsman Service: Energy Brokers.

  • The Ombudsman Service: Energy Brokers is impartial and free to use.


The Ombudsman Service: Energy Brokers can be contacted by:

Post: Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF

Phone: 0330 440 1624