At Switched On Energy Ltd (“SOEL”) we pride ourselves on delivering an outstanding service and honest advice to all our customers, however, we understand there will be times we get things wrong. When this happens, we promise to take this seriously and aim to sort things out as quickly as possible.
If you’re unhappy with our service then we’d like to understand why, so we can make every effort to put things right for you.
How do I make a complaint?
You can raise your complaint directly by calling 01943 609213 or emailing office@switchedonenergy.co.uk
What can I expect?
We aim to deal with all complaints promptly, politely and fairly. We will come back to you with one, or a combination of the following:- An apology, explanation, details of actions we have taken to put things right and potential compensation in appropriate circumstances.
What will happen next?
If we have been unable to resolve your complaint, within 5 working days after we receive it, we will write to you to acknowledge the matter. If we have not resolved your complaint within 15 working days, we will contact you again to update you on our progress and inform you of an estimated time to complete. At 25 working days, we will write to you again to update you but likely your complaint manager will be in touch often to keep you up to date. In Exceptional circumstances when your complaint is complex or we are awaiting information from another source, matters may take up to 8 weeks to resolve. If your coplaint is still no resolved after40 working days, we will write to you requesting more time or send you a final response, known as a ’Deadlock’ letter.
What if I’m not satisfied with the initial response?
If you are not satisfied with our initial response to your complaint, you can escalate this to the Director of the company. Call 01943 609213 or email the Director at office@switchedonenergy.co.uk for the attention of Director.
Micro Businesses – What if my complaint still hasn’t been resolved?
If we can’t reach a mutual agreement, we will send you a final response, known as ‘Deadlock’, which then allows you to seek independent advice from the Energy Ombudsman. Also, if after 8 weeks a resolution hasn’t been reached, you have the right to contact the Energy Ombudsman. If you do decide to do this, you must contact them within 12 months of receiving our Deadlock letter. If you remain unsatisfied with the response to your complaint, and we have provided our final written response, or 8 weeks has passed since you originally told us about your complaint, you have the right to contact the Energy Ombudsman. The Ombudsman is there to help resolve disputes; it is a free, independent service and the decision is based on the information available. The Energy Ombudsman can be contacted as follows: PO Box 966, Warrington WA4 9DF. Telephone: 0330 440 1624, Fax: 0330 440 1625 or Email: enquiries@os-energy.org
Further advice for Micro Businesses
For free impartial energy advice, you can contact the Citizens Advice Consumer Services (CACS) on 0808 223 1133. The citizen advice consumer service provides free and independent help and advice to small business on energy issues, contract issues, and raising a complaint.
