Customer complaints

The Energy Redress Scheme understands the importance of good customer service. We believe that you have the right to be heard, understood, and respected.

We’ll do all we can to try and resolve a complaint. We will:

• Aim to acknowledge receipt of your complaint within two working days.
• Work with you to understand what went wrong.
• Look for ways to correct any wrongs.
• Explain possible solutions, what we’ve done and what happens next.
• Be clear about what we can do to meet expectations and address any concerns.
• Be clear what falls within our remit as an organisation or signpost when one of our partners can better assist.
• Aim to reach a mutually acceptable solution as quickly as we can, within two to five working days. We’ll keep you updated along the way and let you know if more time may be needed to fix your issue.
• Deal fairly, honestly, consistently, and appropriately with all customers

How do I make a complaint?

Complaints will be received and logged by the Energy Redress Scheme Programme Manager. You can submit your complaint via email to energyredress@est.org.uk

How long do I have to make a complaint?

Normally, you must make your complaint within six months of:

• The event you want to complain about
• Finding out that you have a reason to complain but no longer than 12 months after the event itself.

What information we need

We ask that you provide us with:

• Your contact details. This is so we can access your customer record or contact you back.
• Your reference number (if applicable).
• Background information to help us understand the issue.
• The impact the issue is having on you.
• Your preferred resolution.

Using this information, if we can fix this immediately, we will.

If we can’t resolve it right away, we’ll give you a time frame in which we’ll work to get your issue fixed.