complaints

Complaints Procedure

If you have a problem, we can help

energy levels aim is to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, energy levels will always try to resolve the problem quickly and to your satisfaction. If you are unhappy with the response, you can take your complaint further through thecomplaints procedure.

Where to first make your complaint

energy levels aim to resolve your concerns within five working days, although sometimes it may take longer. If that happens energy levels will let you know within 5 working days who will reply and when.

You can contact energy levels using details on the left of this page.

energy levels will then arrange for the right person to look into and respond to your concerns.

In the unlikely event that you remain unhappy, you can ask energy levels to review your complaint.

If you are still not happy

If after that review you are still not satisfied, you can at that stage ask Elmhurst Energy (Accreditation Scheme) to help. Elmhurst will investigate your complaint and if felt necessary, it will pass your complaint onto an Independent Adjudication Service to be nominated by Elmhurst.

This service, which is an entirely independent mediation and adjudication service will consider your complaint and decide weather to take action against the Energy Assessor as a result. The Energy Assessor can be ordered to undertake various actions including if appropriate, paying you compensation.

Our company supports fully and is a member of the Elmhurst Energy Accreditation Scheme.

Accreditation scheme contact details

Please note: your existing statutory legal rights are not affected by this procedure.