UK's Most Trusted Business Energy Consultancy

Complaints Procedure

We always strive to give our clients a first-class service. However, if you are not happy with our service and would like to make a complaint, please get in contact with us by phoning 01579 370073. If you would rather make a complaint in writing, please either email or send a letter to:

Managing Director,
Total Energy Solutions,
Higher Pempwell,
Stoke Climsland,
PL17 8LN

Below is a step by step guide outlining how we handle complaints:

1.  After receiving a complaint, we will always acknowledge in writing and aim to resolve it straight away if we can.

2.  If we can’t resolve your complaint straight away, we will confirm to you in writing the actions we are taking and what will happen next. We will also of course keep you up to date with any developments.

3.  If you are not happy with our proposed resolutions, or 8 weeks has passed since your initial complaint and you are not satisfied with our handling of your complaint an 8 week letter will be sent to you.  If we cannot agree a resolution a Deadlock letter will be issued and you can then use Ombudsman Service’s free, independent, impartial dispute resolution service, who will independently review the complaint and propose a resolution.

Their contact details are as follows:

Postal Address:  Ombudsman Services: Energy
PO Box 966

Tel:   0330 440 1624
All complaints are kept confidential. If you have any questions about our complaints procedure or wish to discuss anything further, please don’t hesitate to get in contact with us and we will be more than happy to help.