Our Complaints Procedure
Introduction
We aspire to deliver a first-class service for all of our customers. We acknowledge, though, that sometimes we might not succeed in achieving that goal completely. If that occurs, we have this process in place to make sure your worries are taken care of and remedied.
We guarantee that if you contact us with a complaint, we will treat you politely and with respect.
You can request a free copy of this complaints procedure; just let us know if you'd like a copy sent to you through email or post.
The steps we ask you to take if you want to make a complaint are outlined below, along with how our complaint procedure operates and your rights to escalate a complaint.
The Procedure
1. Contact us
Please contact us by email, telephone, or post.
- Email: contact@indigo-switch.co.uk
- Telephone: 03330900665
- Registered Address: St Peters Chambers, Primitive Street, Huddersfield, England, HD1 1AGCompany
Our customer relations team are available business days 9am to 5pm.
2. Acknowledgement
After receiving your complaint, we will email you an acknowledgement within two business days. We will let you know who has been assigned to handle your complaint during the process. Wherever possible, a different person from your previous main point of contact with us will serve as your assigned complaint manager.
3. Additional information or clarification
Your assigned complaint manager may get in touch with you to ask for more details, evidence, or explanations of the issues raised.
4. Our decision
We will inform you of the findings of our investigation within ten working days of the complaint being acknowledged. If we are unable to provide our decision within that timeframe, we will keep you updated on progress and provide a revised target date.
5. Your decision
We ask that you let us know whether or not you accept our decision within ten working days of receiving it. If you disagree, it is helpful to send any additional supporting documents and details that may assist further review.
6. Decision review
If you ask us to revisit our first decision because you disagree with it, we will conduct a review. We aim to provide the review outcome within ten working days of your request. If more time is required, we will notify you and provide a revised decision date.
7. Eight-week letter
Eight weeks after we initially received your complaint (regardless of the point reached in the process), we will send you an eight-week letter. Upon receipt, you have the right to file a complaint with the Ombudsman.
8. Deadlock letter
We will send you a deadlock letter if you decide to disagree with our decision, whether original or revised. This confirms that you disagree with our decision about your complaint and gives you the right to escalate to the Ombudsman.
The Ombudsman
If your complaint has not been resolved after eight weeks, or once you have received a deadlock letter from us (whichever comes first), and you are a micro-business, you may refer your complaint to the Ombudsman.
The Ombudsman is an impartial body that resolves disputes between businesses and energy brokers/suppliers. Their service is free of charge. If you accept the Ombudsman's decision, we are required to follow it. You are not required to accept the decision and may pursue further legal action if you prefer.
The Ombudsman's contact details:
- Email: enquiry@ombudsman-services.org
- Phone: 0330 440 1624
- Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
- Website: www.ombudsman-services.org
The Citizens Advice Bureau
If you need independent and practical advice, you can also contact the Citizens Advice Bureau. This service provides free, confidential, and impartial advice.
- Website: www.citizensadvice.org.uk