Marston Lodge, St Marys Road Creeting St Mary IP6 8LZ
01449 723 778 john@energyexchangegb.com

Complaints Procedure

Our aim is to provide our customers with the greatest service, but if something is wrong, please let us know. Informing us of problems enables us to make improvements to prevent recurrence of the same error.  We will collaborate with you to determine the outcome you desire, take it into consideration, and make an effort to resolve the problem to your satisfaction.

Get In Touch

Please get in touch by phone 01449 723 778,  or alternatively you can email john@energyexchangegb.com or write to us at: Marston Lodge, St Marys Road Creeting St Mary, IP6 8LZ

When you get in touch, and to aid you with your issue, we ask that you provide:

• Your contact details, business name and/or your meter details – we may have to get in touch to obtain further information to resolve your issue.

• The issue and the background information relating to the issue.

• Any direct impact the issue is causing you or your business, to help us understand how to resolve your issue.

• What your preferred resolution is to your issue.

If, in the event we have been unable to resolve your complaint to your satisfaction, the team member handling your issue will forward your complaint to our company director whom will review your complaint in its entirety to determine whether there is anything else we can do to resolve it.

Making a Formal Complaint

Before reaching this stage we will make every effort to address and resolve your complaint, however if we are unable to achieve an agreed resolution or if, after 8 weeks, your issue is still unresolved, then details for the Energy Ombudsman are provided below. We may come to a “deadlock” if it becomes clear that we cannot come to an agreement over your complaint within the allocated 8 weeks. In this event an explanation of our findings throughout the complaint process and offer of resolution will be sent to you in writing.

You can contact the Energy Ombudsman via phone at 0330 440 1624, email at enquiry@ombudsman-services.org or post via Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF

The Energy Ombudsman is a complimentary, impartial service and will thoroughly examine your complaint and the handling of it by The Energy Exchange GB. The Ombudsman will let us know how to make things right if they believe we haven’t behaved appropriately. This may entail a justification or an apology. It may also refer to necessary actions, some of which may entail payment. We are subject to their judgement, but you are not.