CES Energy Complaints Handling Procedure

CES energy is committed to providing the highest levels of service to all our customers. If you are in any way dissatisfied with our [product(s)/service(s)], then please let us know as soon as possible. This will help us to continually improve our service to you. We understand this can be frustrating, rest assured we will handle each matter with compassion with a view to reaching an amicable resolution.

What to do if you have a complaint

Complaints should be directed to us via any of your preferred channels as below.

Email: info@ces-energy.co.uk

Phone: 0333 772 4246

Post: CES Energy, 9 broad street Bury, BL9 0DA

Our complaints procedure:

• We will acknowledge receipt of your complaint, using your preferred method of communication, within three working days.
• We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely. Complaints should normally be directed to the member of staff with whom you have been dealing, in order to allow them to explain what actions have been taken and to help resolve your concerns. If you prefer, you may ask for the name of their line manager and direct your complaint to them.
• We aim to resolve all customer complaints within 7 days. The length of time will depend on the issues. If it is not possible to reach a prompt conclusion, we will contact you with an explanation, and set out expected timescales by which matters should be resolved.
• Any correspondence will be treated in confidence. An exception will be made in the event that a third party is implicated by your complaint, and we need to discuss the details of your issue with them in order to reach a satisfactory conclusion.
• We will contact you with the outcome and proposed resolution.

Contacting the Ombudsman

If you disagree with our final response, the dispute will be moved to ‘Deadlock’, we will provide written conformation of this. You can contact the Ombudsman at this stage for a free impartial and independent review, you can also contact them if 8 weeks have passed since the date of your dispute and no resolution has been reached. Details of the Ombudsman are as below.

Telephone: 0330 440 1624

Email: enquiry@ombudsman-services.org

Post: Ombudsamn Services Energy, PO Box, Warrington, WA4 9DF

Online: https://www.ombudsman-services.org/complain-now