ADR Complaints Procedure

In the unlikely event that you wish to raise a complaint against Energy Renewals, please do so via e-mail on our website or by phone.

Energy Renewals will log the complaint on our system. We will thoroughly investigate the matter, keeping you fully aware of all progress. We will endeavour to resolve the issue where both parties are happy and the complaint can be closed. We allow an eight-week timeframe for this process.

What happens if a resolution cannot be agreed?

If a resolution cannot be agreed by both parties, a deadlock is reached, or the eight-week time limit has expired, the complaint will be transferred to the Ombudsman. The Ombudsman will fully investigate the complaint with the intention of resolving the matter and will communicate fully with the client. Once an agreement or resolution has been reached, the case will be closed.

Energy Renewals, at all times, will support you throughout the complaints process.

Energy Ombudsman Contact Details:

• Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
• Phone: 0330 440 1624
• Email: enquiry@energyombudsman.org