Comparo Energy is committed to ensuring customers are treated in a fair, honest, transparent and professional way, at all times. This is something we expect from every employee and also from the companies we work with.
We understand that, at times, things can go wrong, and we have a very structured complaints procedure which allows us to put things right quickly. This in turn helps us to improve our service in the future.
In the unfortunate event you feel you need to make a complaint, we will always work with you and/or your supplier to put things right quickly.
We also handle complaints on behalf of some of our strategic partners.
Below is our complaints procedure, which gives you a good understanding of what you can expect from us.
Please send an email to complaints@comparoenergy.com with as much detail and information as soon as possible in relation to your complaint, including the outcome you are seeking. Please let us know your preferred method of future contact and provide us with your contact details.
A member of our complaints team will then review your case, as well as any available evidence. We will always aim to respond to you within five working days, including our proposed resolution. Please note that we may need to liaise with energy suppliers and independent brokerages to address your concerns, so more complex complaints may take longer to investigate, but don’t worry, we will always aim to keep you updated on the progress.
Our complaints team will generally be able to resolve your complaint; however, if you are unhappy with the any proposed resolution/s you can then escalate your case to our Compliance Manager by emailing complaints@comparoenergy.com and including FAO Compliance Manager within the subject field.
Alternatively, you can always write to us:
FAO Compliance Manager
Comparo Energy Limited
6&7 Floor
120 Bark Street
Bolton
BL1 2AX
If you wish you can also complain to us by telephone 01204 416 176. If you prefer to meet in person, we are more than happy to meet and sit down with you.
Our Compliance Manager will review your case and provide you with a response that sets out our final position and any resolution available.
Our final position is also known as the ‘Deadlock Letter’. You can complain to the Ombudsman Services using the deadlock letter. You can also complain to the Ombudsman Services after 8 weeks from the date of when the complaint was logged if your complaint is still unresolved.
The Ombudsman Services can make a company correct a problem, apologise and explain what happened. They can also make a company pay compensation. Its decisions are binding on us.
The Ombudsman Services is a free and impartial service to use.
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
https://www.ombudsman-services.org
