Complaints Procedure


We value your feedback
The views of our customers are important to us and we take feedback very seriously. We hope you’ll be fully satisfied with our business and customer service, but if you have a complaint about our business we want to hear from you. We’ll address your complaint and respond to it as quickly as possible.

Our commitment to you
We value your support and our relationships. We also value the chance to right anything you feel we may have done wrong. We will not discriminate against you in the future because you have made a complaint. We will instead do our utmost to resolve and discuss the issue.

What we need to know
When you contact us with a complaint, please remember to tell us:

  • What has happened

  • When it happened

  • Who it involved

If your complaint involves any of our printed material, then we would be grateful if you would send this to us, to better enable us to understand your complaint. To help us investigate your complaint, please provide as much of the following information as possible when you contact us:

  • Whether it’s an original complaint or a follow-up to a reply you were not satisfied with

  • A clear description of the complaint and what action you’d like us to take

  • Your full postal address, telephone number, and email address (if you have one)

What happens when I complain?
If you make a formal complaint about our business activity, we will work to resolve this immediately. Complaints that are not resolved within 7 days will be automatically escalated to director level (Bob Pritchard, Director,, 0800 011 2834).

What happens if I am not satisfied with the outcome of your investigation into my complaint?
When we contact you, we’ll also give you options if you are not satisfied with our reply. Depending on the nature of your complaint, you can refer your complaint to Trading Standards or Ofgem, provided that you do this within two months of receiving our response. We’ll provide you with the necessary details when we contact you with the outcome of our investigation.

Contact us
To make a complaint or request a full copy of our complaints procedure please contact:

Janice Pritchard
Office Manager
Tel: 0800 011 2834