2024 Complaints Procedure

Getting in touch if you are unhappy with our service

We strive to offer the highest level of expertise and care at every stage of the service we offer. However, if something does go wrong and you want to make a complaint, we will be fully committed to fixing it as efficiently as possible.

Below you’ll find all the information you need about making a complaint, including how to contact us and what we promise to do next.

What’s gone wrong?

• If you’re unhappy with the service you’ve received from Energy Solutions, one of our employees or one of our suppliers, let us know and we’ll investigate it straight away.

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How long before your complaint is resolved?

• If your complaint is made by email or post, we will be in touch within one working day to confirm it’s been received and that we’re working on it.

• We’ll keep you updated on the progress of your complaint at least every two working days.

• We aim to resolve any complaint within seven working days.

• If the problem isn’t resolved within seven working days, as we are signed up to the:

  TPI Code of Practice, we will (with your consent) escalated the complaint to the Independent Code Manager. He’ll send an initial written response within 5 working days. He will let you know what will happen next and when he’ll be in touch regarding any next steps, actions, or sanctions.

Ombudsman Services can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached.

Ombudsman Services is impartial and free to use

How to get in touch with us or the Ombudsman

It’s a good idea to keep any current bills, statements, or other relevant documentation handy throughout the process. You can reach the safe hands of our customer service team by:

Name: Cap Energy

Post: Cap Energy, 2nd Floor, 5 Brewer St, Soho, W1F 0RF

Phone: 0203 371 7186 (lines open between 9am & 5.30pm Monday to Friday).
Email: contact@cap.energy

Website: www.cap.energy

Ombudsman Name: Energy Ombudsman

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Email: enquiry@energyombudsman.org

Website: www.energyombudsman.org