Disclaimer: The below procedure does NOT apply to residential billing customers.
Please follow the link for more information on customer complaints: Customer Complaints Procedure
If there is something you are not happy with, or you feel we have let you down, we want to know. We take every complaint seriously and are committed to resolving the complaint to your satisfaction.
We want raising a complaint with us to be as easy as possible, you can do this by:
Step 1: Get in touch
Phone: 01279 810 120
Post: Data Energy Management Services Ltd, Sion Park, Stansted Road, Birchanger, Bishop’s Stortford, Hertfordshire, CM23 5PU
Your complaint will be acknowledged within 48 hours (excluding weekends) and a reference number will be provided.
We aim to fully resolve your complaint or agree a solution at the first point of contact. If we can’t do this, we will complete an investigation and contact you within 7 working days.
Step 2: Escalate to Senior Manager
If the complaint has not been resolved to your satisfaction, you can escalate to a Senior Manager who will undertake an independent, internal review and aim to reach a resolution within 5 working days.
A Senior Manager will be allocated to your case and their email will be provided at this stage.
Step 3: Escalate to Managing Director
If you are still unsatisfied having completed step 2, you can request that the complaint is escalated to the Managing Director of Data Energy.
The Managing Director will be allocated to your case and their email will be provided at this stage.
The Managing Director will consider the complaint and issue a ‘deadlock letter’. This usually includes a final offer and details of the Energy Ombudsman. If you think the response is reasonable and solves your problem, necessary action will be taken and the complaint will be closed.
If you are not happy with the response, and eight weeks have passed since you originally opened the complaint, you can contact Ombudsman Services.
Step 4: Get independent advice
If you are not satisfied with our final decision, having completed steps 1-3, you can of course get independent advice from organisations such as Citizens Advice.
Step 5: Contact the Ombudsman
Ombudsman Services provide independent dispute resolution services free of charge. You can contact them via the following channels:
Phone: 0330 440 1624
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF