Complaints – If Something Isn’t Right
We aim to always provide a high standard of service. However, if something goes wrong, we want to put it right quickly and fairly.
We have a clear complaint process to make sure your concerns are handled properly and resolved as soon as possible..
How to Contact Us
You can contact us using any of the following methods:
- Email: customers@thamesweyenergy.co.uk
- Phone: 0345 601 5515 (Monday to Friday, 9am to 5pm)
- Post: ThamesWey Energy Ltd, The Energy Centre, Poole Road, Woking, GU21 6DY
Please provide your name, address, account number (if known), and details of your complaint so we can help you as quickly as possible.
What Happens Next
- We will acknowledge your complaint within 2 working days.
- We will investigate what has happened and work with you to agree a resolution.
- We aim to resolve complaints as quickly as possible, and in most cases within 5 working days.
If we need more time, we will keep you informed and explain what is happening.
If Your Complaint Is Not Resolved
If you are not satisfied with our response, please let us know and we will review your complaint again.
If we are unable to reach a resolution, or your complaint has been ongoing for 8 weeks, we will issue a final response (deadlock letter). This will explain our position and any offer to resolve the issue.
Independent Advice
You can seek free, independent advice at any time from:
- Citizens Advice – https://www.citizensadvice.org.uk/debt-and-money/
- Consumer Advice Centre – https://www.gov.uk/consumer-advice
They can help you understand your rights and how to take your complaint further.
Energy Ombudsman
If you are not satisfied with our final response, or if your complaint has not been resolved after 8 weeks, you can refer your complaint to the Energy Ombudsman:
- Website: www.energyombudsman.org
- This service is free and independent.
The Ombudsman will review your complaint and our actions. If they find that we have not acted correctly, they can require us to:
- Provide an explanation or apology
- Take practical action to resolve the issue
- Provide compensation where appropriate
The Ombudsman’s decision is binding on us, but not on you.
Our Commitment to You
We will:
Learn from complaints to improve our service.
Treat your complaint seriously and fairly.
Keep you informed throughout the process.
Work to resolve issues promptly.
