We are committed to providing a high-quality service to all our customers. When something goes wrong we need to tell us about it. This will help us to improve our standards and resolve the issue.
If you have a complaint, please contact us with your concerns via:
Telephone:
02085910306
Email:
admin@simplyenergysolutionsolution.co.uk
Post:
Customer Care
Simply Energy Solution Limited
Suit 3, 1st Floor, Roding House
2 Cambridge Road
Barking Essex
IG11 8NL
We will allow 14 days to consider and resolve your complaint.
1. We will send you a letter/ or call you on the provided contact numbers acknowledging receipt of your complaint within 24 hours of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, who will review your complaint and speak to you or the member of staff who acted for you.
3. Within three working days of receipt of the complaint, we will write to you to confirm what took place and any solutions/suggestions to resolve the matter.
4. At this stage, if you are still not satisfied, you should contact us again for further escalation and we will inform you that outcome within 14 working days.
5. If you are still unsatisfied and complaint remain unresolved over 8 weeks, we shall issue an 8 week/deadlock letter as you can further escalate the complaint to Ombudsman, who provides an independent and impartial Alternative Dispute Resolution service.
The UK Energy Ombudsman has instructed businesses such as ourselves of further guidance to ensure customers are aware of their rights and their correct, and most efficient way, to handle customer complaints. In short, it’s our duty to let you know that you have a right to complain to the Energy Ombudsman, should your complaint not be resolved by us in-house.
Your Rights
Your right to complain to the Energy Ombudsman, and the details we must provide:
- that the customer has the right to refer the complaint to the Energy Ombudsman
- that the Energy Ombudsman is independent of the energy company
- that it is free of charge
- the types of redress available (an apology, an explanation of what went wrong, a practical action to be taken to correct the problem and/or a financial award)
- that it’s decision is binding on the company but not the customer
8-Week Letter
You shall receive an initial response from us within 8 weeks of your complaint. This shall explain the nature of your complain, and how we aim to bring you a solution.
Deadlock Letter
This would detail our final position on your case, whether or not you have responded to our initial 8-Week Letter, before you take your complaint to the Energy Ombudsman. Any compensation, or solution proposed, shall be detailed within and the viability of this solution remaining if you choose to take your complaint to the Energy Ombudsman.
Energy Ombudsman Contact Details
You may contact the Energy Ombudsman in the following ways:
- Website – www.ombudsman-services.org
- Phone – 0330 440 1624
- Email – enquiry@ombudsman-services.org
- Postal Address – The Energy Ombudsman, P.O. BOX 966, Warrington, WA4 9DF
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