How to raise a complaint?

On Upgradeyourenergy, business customers can submit a complaint by selecting “Complaint” from the drop-down menu on the form, or they can directly submit a complaint to their Account Manager or a member of the customer service team, who will ensure that it is properly recorded.

We need as much information from the customer as possible, including the complainant’s name, phone number, and email address, in order to effectively handle a complaint.

What we will do?

• We will acknowledge the complaint and gather all information necessary to resolve it satisfactorily the first time by contacting the customer via their preferred method within one business day. We will also clearly explain to the customer the steps in Upgradeyourenergy’s complaint handling procedure.
• We will make sure that the customer’s Account Manager is aware of the problem and the steps we are taking to fix it if the complaint has been made directly.
• We will look into the complaint and talk to all parties involved.
• We will ensure that the customer can see and access the complaint’s progress.
• We will try to resolve the complaint within two weeks, but no later than eight weeks from the date it was brought to our attention.
• We will manage expectations in accordance with regular updates to the customer if the resolution is likely to take some time.
• We will notify the customer and clearly explain our proposed remedy once the relevant action has been taken to resolve the complaint (to the extent reasonably practicable). N.B. This may include a financial offer of compensation, depending on the nature of the complaint.
• We will respond to the formal complaint in writing and close it once we are certain that the customer is satisfied.

If the customer remains unhappy?

Upgradeyourenergy will escalate the complaint to the Head of Department or a relevant Director if a customer who is not a micro-business customer is dissatisfied with the proposed solution. These individuals will conduct additional evaluations and present the customer with a comprehensive and final resolution proposal. The Energy Ombudsman, who manages the Alternative Dispute Resolution process on behalf of Suppliers and Third Party Intermediaries, is an option for customers who fall under the category of micro-businesses.

Step 1

Any expression of dissatisfaction with Upgrade Your Energy’s service constitutes a complaint. Complaints can be made in person, by email, over the phone, or in writing. Please provide as much information as you can about your complaint’s grounds and the outcome you would like. We keep copies of all received complaints.

Email :           support@upgradeyourenergy.co.uk

Phone:

Address:

Step 2

Within five business days of receiving a complaint, we will send you an electronic or written acknowledgement naming the individual handling the matter on behalf of the company. That individual will have authority to settle the complaint and will, whenever possible, not have been directly involved in the matter that is the subject of the complaint.

Step 3

We will send you either within two weeks of receiving a complaint:

1. a final response that addresses the complaint adequately;
2. or a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
3. We will assume that you are satisfied with the outcome if we do not hear from you within seven days of our last response.

Step 4

We will be happy to consider a second response if you are dissatisfied with our final response; however, in the absence of new evidence or material flaws in our findings, it is unlikely that this will alter the outcome of our investigation.

Step 5

Within eight weeks of receiving a complaint, we will send you a final response that adequately addresses the issue.