Complaints Procedure
At Get Energy, we are dedicated to delivering a transparent and professional experience to all of our clients. If you feel we have fallen short of this standard, please get in touch with us immediately so we can address your concerns.
- ✓ We take all complaints seriously and will investigate your concerns quickly and efficiently.
- ✓ For complaints sent by mail, our team will contact you within one working day to confirm receipt and verify that we are actively working on a solution.
- ✓ Upon receiving a complaint, we will formally acknowledge it via telephone or email and maintain a dedicated record of your case.
- ✓ If our investigation takes longer than 24 hours, we will update you in writing prior to the initial deadline with a revised completion date.
- ✓ If your complaint involves a contract sale, we will notify your supplier immediately and advise them on the necessary corrective actions.
- ✓ If immediate resolution is not possible, a dedicated Complaints Handler will be officially assigned to manage your case.
- ✓ We will provide you with regular status updates every 5 days until the matter is fully resolved.
- ✓ If we cannot resolve your complaint directly, or if it remains unresolved after eight weeks, you have the right to escalate the matter to Ombudsman Services. You may also do this immediately upon receiving a formal deadlock letter. The Ombudsman is a free, completely impartial service that can be reached using the contact details provided below.
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✓ Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org - ✓ We will apologize and take immediate corrective action if we have made an error. We consistently prioritize our clients, ensuring all parties are fully satisfied with the resolution before officially closing the case.