Conscious Energy Complaints Policy
About Conscious Energy
Conscious Energy is a business energy broker in the UK, helping companies find the right energy suppliers. We are committed to delivering high-quality service and take all complaints seriously.
Our Commitment to You
At Conscious Energy, we strive for customer satisfaction. If things don’t go as expected, we will address your concerns promptly and fairly, in compliance with regulatory standards set by Ofgem and the Energy Ombudsman. Complaints provide valuable feedback that helps us continuously improve our services.
What Can You Complain About?
You can complain about the service provided by Conscious Energy or about the energy suppliers we have recommended. Complaints may be related to billing, switching suppliers, customer service, or other issues regarding your energy services.
How to Raise a Complaint
You can submit your complaint through the following channels:
- Phone: Call us at 01515415900
- Email: Send your complaint to Michael@consciousutilities.com
- Post: Write to us at Conscious Utilities Ltd 48-52 Penny Lane, Liverpool, L18 1DG
How We Handle Complaints
- Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
- Investigation: A dedicated team will investigate your complaint, ensuring it is reviewed independently.
- Resolution: We aim to resolve complaints within 8 weeks. If more time is required, we will update you regularly on the progress.
- Escalation: If you’re dissatisfied with the outcome, you may escalate the complaint to our senior team members.
Independent Resolution
If we are unable to reach a resolution within 8 weeks, or you are not satisfied with the outcome, you may escalate your complaint to the Energy Ombudsman. They provide a free and impartial service for customers, ensuring fair outcomes for unresolved disputes.
Contact the Energy Ombudsman:
- Phone: 0330 440 1624
- Email: enquiry@ombudsman-services.org
- Website: Energy Ombudsman
Monitoring & Improvement
We regularly review complaints data to identify trends and make improvements to our services. Our CEO and senior management monitor all complaints to ensure transparency and accountability.
Records
We keep detailed records of all complaints and their resolution for a minimum of 7 years to ensure accountability and continuous improvement.
