Something not right? We're sorry to hear that and we really want to sort it out.
We will do all we can to resolve your complaint quickly by investigating what went wrong, fixing it and explaining to you the issue clearly.
Our aim is to get to a mutually acceptable solution and to do this within 5 working days. If we cannot find a mutually acceptable solution, we will write to you to explain our position and our best suggestion.
Please call the Homeshift Energy team on 0203 002 7703. Our office hours are 9am to 5pm Monday to Friday; if it is outside these times please email email@example.com, or if you prefer, you can write to us: Homeshift, 86-90 Paul Street, London EC2A 4NE. If you email or write, please give us your contact details as well as the background information on the issue – as we may have to contact you in order to get more information in order to resolve it.
If you contact us on the phone, we will want to understand all of the context of the issue and work to resolve the concern there and then on the phone. Some issues are complex. If we cannot resolve it right away, then we will give you the name of the dedicated person responsible for resolving it.
If you are not happy that the problem is resolved and need to make this a formal complaint, then please email our complaints team on firstname.lastname@example.org with your account number, contact details (including address) and the background to the problem.
We will do everything within our powers to resolve your issue. If we cannot find a mutually acceptable solution, we will write to you to explain our position and our best offer – this is known as a deadlock letter.
Contact Citizens Advice if you need help with an energy problem - for example with your bills or meters, or if you’re struggling to pay for the energy you use. They’re the official source of free and independent energy advice and support.
Go to citizensadvice.org.uk/energy or call them on 0808 223 1133.
If your complaint isn't resolved within 8 weeks or we have provided you with our final position (deadlock letter), then you have the option to refer your complaint to the Energy Ombudsman.
The Energy Ombudsman will undertake an independent investigation on your behalf. The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It is free for you to use their services, and they are totally independent – so they do not take sides, and make their decision based on the information available.
You may contact the Energy Ombudsman in any of the following ways:
Phone: 0330 440 1624 (phone line open 8am-8pm Monday to Friday, 9am-1pm Saturday)
Email: email@example.com (emails are responded to within five working days)
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
We are pleased to have helped. It’s not always easy but it’s the most important thing we can do. Thank you for your patience and your custom.