Compliance
Complaints handling procedure.
We take complaints seriously. Here's exactly how to raise one, how we'll respond, and how to escalate if you're not satisfied.
How to complain
You can raise a complaint by any of the following:
- Phone: 07506 364 151 — Mon–Fri 9:00–17:30
- Email: info@search4energy.co.uk
- Post: Search4Energy, Complaints, [registered office address]
Our timescales
- Acknowledgement: within 2 working days of receipt.
- Substantive response: within 10 working days.
- Full resolution: within 8 weeks (in line with industry standards).
Escalation to the Energy Ombudsman
If we cannot resolve your complaint within 8 weeks, or if we reach a formal deadlock earlier, you have the right to refer the matter to the Energy Ombudsman. The service is free, independent, and its decisions are binding on us if you accept them.
- Website: energyombudsman.org
- Phone: 0330 440 1624
Our commitment
Search4Energy is aligned with the TPI Code of Practice. We commit to handling every complaint fairly, transparently, and without retaliation. Raising a complaint will never affect the service we provide you.