Energy Complaints Procedure

We will always try and do everything we can to ensure that you are completely satisfied, but we understand that problems can sometimes arise. To ensure your complaint is resolved quickly and to your satisfaction, we have put together the following complaints procedure.

The best way to get a complaint resolved quickly is to call us on 02394 319090 to speak to our Customer Service advisors. If you can’t call us, you can email us at support@t2merchantsolutions.co.uk or write to the Customer Services Team, T2 Merchant Solutions, 38 Station Road, Hayling Island, PO11 0EQ

Step 1

Our Customer Service Advisors have been empowered to resolve complaints on the first call whenever they can. If you have written to us, we may need to contact you by phone to obtain more information before we can investigate your complaint. We may need to speak to a third party, such as a wholesaler, before we can resolve your complaint, but we’ll keep you updated on our progress if we need to do this. If our Customer Services Team can’t resolve your complaint, it will be passed to our Customer Resolution Team.

Step 2

Step 1

The Customer Resolution Team will acknowledge your complaint before conducting a full review and completing further investigations if needed. They’ll get back to you either on the phone or in writing.

Step 3

Step 1

Step 3

If you’re still unhappy after we’ve completed our review and investigation, or your complaint isn’t resolved and a dead-lock letter is sent after 8 weeks, you can ask Ombudsman Services: Energy to help. The Ombudsman Services: Energy is an independent impartial dispute resolution scheme and is free for consumers. You can visit www.ombudsman-services.org to find out more, or contact them

Phone

0330 440 1624.

Post:

Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Email:

enquiry@ombudsman-services.org