COMPLAINTS PROCEDURE
If you want to make a complaint, the quickest way to do so is by calling us on +44 7888871123
Three steps to resolve your complaint
Below are the four steps to resolve your complaints.
1. Our aim is to take no longer than two weeks to deal with even the most complicated of complaints. The resolution of your complaint might include actions to put our mistake right, an apology, an explanation or compensation. Contact us and let us know what has happened and what you want us to do to put it right. Depending on your complaint type, you'll be able to contact our team by telephone +44 7888871123 or by email info@instant-energy.co.uk or by post at 20-22 Wenlock Road, London, N1 7GU
2. We’ll work with you to resolve the matter as quickly as we can. If you are not satisfied with our progress we’ll carry out an internal review of your case. We’ll look into how we’ve handled it and the resolution offered.
3. We will let you know what we have done to resolve your issue and bring the matter to a close. We will let you know what the outcome of the review is and the reasons for our decision. We work with a number of dispute resolution providers who will consider complaints about our range of service, products and financial services matters.
4. If you are not satisfied with the outcome of your complaint and you wish to contact the Ombudsman Services then we will issue a deadlock letter. Alternatively if your complaint has not been resolved within 8 weeks then at this point you can contact the Ombudsman Services. The Ombudsman provides free and impartial service to you.
For Escalating Complaints to Ombudsman Services use contact details below :
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Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
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Or visit website :