Make a Complaint
At Conrad Energy, we value customer feedback and aim to provide a transparent and efficient process for addressing any concerns or complaints you may have. Below is our complaints procedure, which outlines the steps you can take to raise an issue and how we will handle it.
1. Contact Us
If you have a complaint, please get in touch with us as soon as possible. You can contact us via:
Phone: 01235 427290
Email: complaints@conradenergy.co.uk or
Write to us or visit at: Suites D&E Windrush Court, Blacklands Way, Abingdon, OX14 1SY
2. Provide Details
When contacting us, please provide as much detail as possible about your complaint, including:
- Your name and contact details
- Account number (if applicable)
- Nature of the complaint
- Any relevant documentation or evidence
3. Acknowledgment
We will acknowledge receipt of your complaint within 2 working days of receiving it. This acknowledgment will include a reference number for your complaint.
4. Investigation
Our dedicated complaints team will thoroughly investigate your complaint. This may involve contacting you for further information and reviewing relevant records.
5. Resolution
We aim to resolve complaints as quickly as possible. Once our investigation is complete, we will provide you with a written response outlining:
- Our findings from the investigation
- Any actions we will take to resolve the complaint. This may include correcting the problem, making an apology, explaining what happened and making a financial award.
- Timeframes for resolution (if applicable)
- Your right to escalate the complaint if you are not satisfied with the resolution.
6. Escalation
If you are not satisfied with the resolution provided, you have the right to escalate your complaint. You can do this by requesting an internal review by a senior member of staff. If we are unable to resolve the matter to your satisfaction, there are a number of independent bodies you can contact below.
The Energy Ombudsman
The Energy Ombudsman is an independent body that provides a free adjudication process between customers and energy companies if your complaint is unresolved after eight weeks, or if you’ve been unable to reach a resolution with us and have been issued with the relevant signposting letter. Its decisions are binding on the energy company but not the consumer. You can find more information regarding the Energy Ombudsman on their website: Our process | Energy Ombudsman. Please note that the Energy Ombudsman services are only available to energy customers under the category of microbusiness.
A microbusiness:
- Employs fewer than 10 employees (or full time equivalent) and has an annual turnover or balance sheet no greater than €2 million
- Consumes up to 293,000 kWh of gas per year
- Consumes up to 100,000 kWh of electricity per year
By December of 2024, it is expected that this support will extend to Small Business consumers. Small businesses are:
- those with fewer than 50 employees; and
- an annual turnover of £6.5 million or a balance sheet total of £5 million;
- or an annual electricity consumption level of 200,000kWh;
- or an annual gas consumption level of 500,000 kWh.
You can find more information about these changes here: Ofgem confirms greater protection for businesses | Ofgem.
Qualifying Dispute Settlement Scheme for Microbusinesses
Under our licence, we are required to only work with third parties that are members of a Qualifying Dispute Settlement Scheme. If you are a microbusiness and have a complaint with a broker, price comparison website, or other TPI, you first need to try and resolve the issue with them. You should be able to find the complaints procedure on their website.
If your complaint has reached deadlock, whereby no agreement has been reached and the complaints process has been exhausted, or eight weeks have passed without an agreement, you can then use the dispute settlement scheme. As things stand, this service is only offered by the Energy Ombudsman, but other providers may offer similar dispute resolution services in the future.
Other Sources of Help:
- England and Wales
Citizens Advice is the official source of free and independent energy advice and support in England and Wales. Citizens Advice Consumer Service is a government-funded telephone and online service offering information and advice on consumer issues. Go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0800 144 8848 (England) and 0800 702 2020 (Wales). - Scotland
Advice Direct Scotland is the official source of free and independent energy advice and support in Scotland. Go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660.
7. Feedback
We welcome feedback on our complaints handling process. If you have any suggestions for improvement or would like to provide feedback on your experience, please let us know.
8. Monitoring and Review
We regularly monitor and review our complaints handling process to ensure it remains effective and efficient. Your feedback plays a crucial role in this review process.
We are committed to resolving complaints promptly and fairly, and we appreciate your patience and cooperation throughout the process. Thank you for choosing Conrad Energy.