At Energy Bright Limited, we try very hard to avoid complaints in the first place but if you believe you have reason to complain about us, we will endeavour to resolve the matter quickly for you. We will keep you informed whilst the complaint is in progress as we seek resolution. Energy Bright takes complaints very seriously.

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This Complaints policy determines our approach to complaint handling and how we deliver the expectations of our regulators in respect of the provision of energy services.

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Complaint handling

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A complaint is any expression of dissatisfaction about the provision of, or failure to provide, Energy Bright’s energy services.

Any complaints received will be treated seriously, with courtesy and respect. On receipt of a complaint, to our channels provided below, we will provide a reference number to which the complaint will be associated, we will investigate thoroughly whilst keeping the complaint owner informed and endeavour to respond to the initial complaint within 5 working days.

The complaint will be held on our systems until the complaint has been resolved. Once the complaint has been resolved, we will hold the documented information in our archive for up to one year. This will include the date the complaint was raised, the information concerning the nature of the complaint, any documentation gathered during investigations, the resolution information and any associated information.

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If you are unable to resolve your complaint directly, or the complaint has been unresolved for more than eight weeks, you may escalate your complaint to the Energy Ombudsman for free, impartial advice. The contact information for the Energy Ombudsman is as follows:

 

Address: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9D

Phone: 0330 440 1624

Email: enquiry@energyombudsman.org

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Here at Energy Bright, we are dedicated to continuous improvement and any complaints will be used to tailor our processes for the best customer experience possible. Complaints, once resolved, will be followed up with written apologies and possible good will gestures as a thanks for helping us improve our customer service.

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Complaints will be tracked and progressed through phone, via email or in person (where practicable). Any preference on how to be contacted should be expressed when making the complaint.

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A copy of this complaint procedure will be available on our website at http://www.energy-bright.co.uk/complaints and is available by email or post for free upon request.

 

Please direct complaints through one of the following channels:

 

Email: info@energy-bright.co.uk

Telephone: 01634 907187

Post: Energy Bright Limited,

Unit 4 The Enterprise Centre,

Revenge Road, Chatham,

Kent, ME5 8UD.

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