Complaints
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, please ask to speak to a Director.
- If your complaint is still not resolved, please send an email to [email protected] or write to Complaints lead, Challenge House, Sherwood Drive, Milton Keynes, MK3 6DP.
Steps to resolving your complaint
Our customer service team are trained in putting things right for our customers right away. If they cant, they will connect you to one of our Directors who will do their utmost best to fix the problem for you. After speaking with one of our Directors if your complaint has not been handled, 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 visit https://www.citizensadvice.org.uk/energy/ here, 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.
Energy Ombudsman
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.
Energy Ombudsman
Phone: 0330 440 1624
Fax: 0330 440 1625
Textphone: 0330 440 1600
Address: PO Box 966 Warrington WA4 9DF
Website: www.ombudsman-services.org
Email: enquiries@osenergy.org