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Complaints

Complaints

Our complaint handling procedure: how to raise a concern, what we will do and when, and how to escalate to the Energy Ombudsman.

ENERGY PLANNER / COMPLAINTS

Energy Planner Limited prides itself on a quality service built on solid ethical principles. Despite this, things can sometimes go wrong, for a variety of reasons, some of them outside our control. As our customer, you can count on us to take responsibility for resolving the situation to the best of our ability.

We consider a complaint to be any circumstance that leads to an expression of dissatisfaction by a customer. We appreciate that people can feel uncomfortable having to complain, and we will always treat you with courtesy and respect. We regularly review our procedure, policies and practices to make sure they continue to meet the needs of our industry and our customers.

This procedure is free and available by email and on our website. If you would like a hard copy, send us a stamped addressed envelope and we will provide one free of charge. Please let us know if you need large print.

How to make a complaint

When you contact us, please:

  1. let us know that you are registering dissatisfaction about some aspect of our service;
  2. tell us what the issue is and how it is affecting you;
  3. tell us when the issue started and how often it is happening;
  4. include your business name and contact details, so we can get back to you.

What we will do

  1. Log your complaint. Even if it can be resolved almost immediately, we record the details so we can learn from it and prevent it happening again. We record your name, the date we received your complaint, any customer reference numbers, how you would like to be kept informed, and any relevant evidence such as meter reads or emails. The complaint stays open until it is resolved.
  2. Resolve it quickly where we can. Some simple issues can be resolved by return. If so, we will ask your permission to close the complaint.
  3. Investigate where needed. If we need further investigation, documents or clarification, we will tell you how long it will take before we get back to you. This is normally 3 working days, and often quicker.
  4. Keep you updated. If we need more time, for example because we are waiting for information from a third party, we will give you a revised timescale within 2 weeks of your initial complaint.
  5. Final response. If we cannot resolve the issue to your satisfaction within 8 weeks of your initial complaint, or if at any point we believe we cannot resolve it, we will send you a deadlock letter explaining that you may escalate your complaint to the Energy Ombudsman.

Escalating to the Energy Ombudsman

The Energy Ombudsman is impartial and free to use. If you feel your complaint has been mishandled, or it has not been resolved within 8 weeks, you can contact them and they will propose a fair outcome for both parties.

Online: raise a dispute about Energy Planner
Phone: 0330 440 1624
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

Energy Planner Limited is registered with the Energy Ombudsman under ADR reference C35ENER125.

Other independent help

You can also get free, independent advice about energy issues from Citizens Advice at citizensadvice.org.uk.

Energy Planner Limited Complaints Procedure. Version 1.1, updated September 2026. Previous versions of this procedure are available on request. Eligibility and time limits for referring a complaint are set by the Energy Ombudsman, so it is worth checking their website for the current rules before referring.