Complaints Procedure
At Energy On Solutions Limited, we are committed to providing excellent service. However, if something goes wrong, we want to know about it so we can put it right. This procedure explains how you can make a complaint and how we will handle it.
1. How to Make a Complaint
You can submit a complaint in any of the following ways:
- Online: Click here
- Email: info@energyonsolutionslimited.co.uk
- Phone: 0333 049 2786
- Post: Unit 1 Juno Street, Nelson, England, BB9 8RH
Please include your business name, contact details, and a clear description of your complaint.
2. What Happens Next
- We will acknowledge your complaint within 2 working days.
- We aim to provide a full response within 10 working days.
- If we need longer (for example, because we are investigating with a supplier), we will keep you updated.
3. Our Resolution Process
- We will investigate your complaint fairly and thoroughly.
- We may contact you for additional information.
- We will explain the outcome clearly, including any actions we will take to resolve the issue.
4. If You’re Not Satisfied
If you are not happy with our final response, or if your complaint has not been resolved within 8 weeks, you have the right to refer your complaint to the Energy Ombudsman.
The Energy Ombudsman is a free, independent service approved by Ofgem. They can investigate your complaint and make a decision which we are bound to follow.
Ombudsman Services: Energy
- Website: https://www.ombudsman-services.org/sectors/energy
- Phone: 0330 440 1624
- Email: enquiry@ombudsman-services.org
- Post: Ombudsman Services, PO Box 966, Warrington, WA4 9DF
5. Our Commitment
- We take all complaints seriously.
- We use complaints as an opportunity to improve our services.
- We will treat you with respect, fairness, and transparency throughout the process.
6. Contact Us
If you have any questions about our complaints procedure, please contact us:
Energy On Solutions Limited
Email: info@energyonsolutionslimited.co.uk
Phone: 0333 049 2786
Address: Unit 1 Juno Street, Nelson, England, BB9 8RH
- We may update these Terms from time to time.
- Continued use of our website after changes are posted means you accept the updated Terms.
