At Low Energy Solutions Ltd, we are committed to delivering high-quality service and ensuring that all our customers are treated fairly, courteously, and with respect. To achieve this, we have a structured complaints process in place.
Access to Our Complaints Policy
You can review our complaints policy on www.lowenergysolutions.co.uk or if preferred, request a free copy via email or post.
Step 1 – Querying Your Contract
If you believe any of the information submitted to a supplier on your behalf is inaccurate, or if you disagree with any part of the agreement, please contact the person who initially advised you. They will have the most knowledge of your supplies and previous communication history. We will aim to resolve your query promptly.
Step 2 – Raising a Complaint
If you are not satisfied with the resolution of your query and wish to escalate the matter, please email us at info@lowenergysolution.co.uk with the following details:
- Your full name
- Your business name
- The address of the premises related to the contract
- A brief description of your query
- A contact number and the best time to reach you
Alternatively, you can call us at 07717077192 and request a call back from a Team Manager. They will respond within two working days to gather further information. You may also write to us at:
Business address:
26 Adelaide Road
West Ealing
London
Post code: W139EB
We will record all complaint details, including the date received and updates provided.
Investigating Your Complaint
Once your complaint is escalated, the line manager will conduct a full audit of the communications between you and the assigned advisor. This will include emails, phone calls, letters, and voicemails. You will receive an initial response within five working days, and we will keep you updated on the progress.
Resolving Your Complaint
- If your complaint is upheld, the line manager will apologize both verbally and in writing, explaining what went wrong and the steps being taken to prevent a recurrence. A gesture of goodwill or compensation may be offered where appropriate.
- If your complaint is not upheld, we will provide a clear explanation of the reasons for this decision, including the evidence we’ve gathered.
Step 3 – Independent Help & Advice
If your complaint remains unresolved within 8 weeks, or if we reach a deadlock, you may refer your complaint to an independent redress scheme.
- For complaints raised between December 1, 2022, and November 30, 2023, please contact the Energy Ombudsman:
Website: www.energyombudsman.org
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF - For complaints before December 1, 2022, or after December 1, 2023, please contact the Utilities Intermediary Association (UIA):
Website: www.uia.org.uk
Email: enquiries@u-i-a.org
Post: The UIA Board, PO Box 355, Tunbridge Wells, TN2 9ED
Alternatively, you may raise your complaint directly with the supplier, informing them that you have first attempted to resolve it with us.