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Complaints Procedure

Our complaints procedure for energy customers

Our complaints procedure is designed to help you make sure that all your queries are answered quickly and efficiently, and to make sure your points are fully answered.

How to make a complaint

Step 1 – Talk to us
Contact us to speak to one of our fully trained Customer Service team who will aim to resolve your complaint within 24 hours, or keep you updated if it will take longer.

Phone – 01642 054600

Online – Use our enquiries form on the website “contact us” page (www.renewandsustain.co.uk/contactus)

Post – Renew & Sustain Limited, Belasis Business Centre, Coxwold Way, Belasis Hall Technology Park TS23 4EA

As part of resolving your complaint, we’ll give you an explanation of what went wrong, fix the problem, and apologise. We may also offer compensation if this is appropriate, including if your complaint is related to our sales and marketing activities.

Step 2 – Escalate

If you’re unhappy with the progress we’re making in resolving your complaint, you can call us on 01642 054600 and ask for an escalated review of your complaint.
If your complaint hasn’t been resolved in 10 working days, you can raise this with our Head of Customer Service team on 01642 054601

Step 3 – Ombudsman Services: Energy

If we can’t agree on a way forward, we’ll provide you with our final position by sending you a deadlock letter. If this happens or if your complaint takes longer than eight weeks to resolve and you’re not happy with the progress, you have the option to contact the Ombudsman. They’ll carry out a free, independent investigation on your behalf. Any decision they make will be binding on us but not on you.

Website – www.ombudsman-services.org
Phone – 0330 440 1624 (Monday to Friday, 8am to 8pm and Saturdays, 9am to 1pm)
Email – enquiry@ombudsman-services.org
Post – PO Box 966, Warrington, WA4 9DF