What is a complaint?
A complaint is any contact form with a customer or potential customer who is dissatisfied with any part of our service.
On our complaint page you can find the following:
- The steps taken to resolve your complaint
- Citizens Advice Consumer Service
- Ombudsman Services
How you can contact us
We will do our best to be transparent and follow procedures which would be simple and easy for our customers to understand. If for any reason, you still have complaints, you can follow our 3 step Complaint procedure:
- Email or speak to our representative on 03301 331 050.
- If you are still unhappy, then our representative will hand over your complaint to a member of the team that can help.
- If your complaint is still not resolved, please send an email to firstname.lastname@example.org or write to Complaints lead, Ampoweruk Ltd 25 Shirwell Crescent, Furzton Lake Milton Keynes MK4 1GA.
Steps to resolving your complaint
Our customer service team are trained in putting things right for our customers as soon as possible. If they can’t, they will connect you to a member of the team who will do their best to fix the problem for you. If your complaint has not been handled to your satisfaction after speaking with the team, please email or write to Ampower with all correspondence and information supporting your complaint. We will try our best to resolve your complaint within eight weeks. If you have not had your complaint within eight weeks, you can refer your complaint to the Energy Ombudsman.
Citizens Advice Consumer Service
The Citizens Advice Consumer Service provide impartial and independent advice. They will inform you of your rights as an energy consumer. If you are having any consumer issues please visit https://www.citizensadvice.org.uk/energy/, you can find all relevant information in regards to complaint handling and all information about paying and looking for an energy plan. Alternatively, you can contact the Citizens Advice Consumer Service on 03454 04 05 06. You are eligible to contact the Citizens Advice Consumer Service at any time during your complaint process.
As a customer, you can refer your complaint to the Energy Ombudsman if it has not been handled within eight weeks of the start of your complaint. However, if the incorrect complaints procedure has been made Energy Ombudsman can refer you back to Ampower.