Complaints Process

We will deal with your complaint in a fair and constructive manner as part of our professional Complaint handling process.

Complaints should be sent by letter or email to:  Naomi Straker – 0191 375 8083 – naomi@independentenergy.co.uk
who will acknowledge receipt and provide the contact details of the person responsible for resolving your complaint.  We will aim to resolve your complaint within 30 days
We will record your complaint and all communication associated with it, we will also track the time your complaint has been opened.
We may seek to resolve your complaint by making apology to you, making a gesture of goodwill or by giving compensation.

If you are still not satisfied with the response you receive, you can contact complaints or call 01661 824 723, or write to us at complaints@independentenergy.com

• Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached

• Energy Ombudsman is impartial and free to use

Energy Ombudsman can be contacted in the following way:

Name: Energy Ombudsman

Website: www.energyombudsman.org

Email: enquiry@energyombudsman.org

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)

By Post:

Energy Ombudsman

P.O. Box 966

Warrington, WA4 9DF