1. Contact Details for Complaints 

Clients wishing to make a complaint can contact us using the following details:

  • Phone: +447720610675
  • Email: hello@renewabl.com
  • Post: 205/6, 30 Great Guildford Street, London, SE1 0HS

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2. Complaint Handling Process 

We aim to handle complaints efficiently and transparently. Below is our step-by-step complaint-handling process:

Step 1: Acknowledgment

  • We will acknowledge receipt of your complaint within two working days.
  • You will receive a reference number for tracking purposes.

Step 2: Investigation

  • We will review your complaint and gather the necessary details.
  • If needed, we may contact you for further information.
  • We will aim to resolve your complaint within 10 working days.

Step 3: Resolution & Response

  • Once a resolution is reached, we will inform you of the outcome.
  • If you are satisfied, the complaint will be closed.

Step 4: Escalation (If Unresolved)

  • If you are not satisfied with our response, you may request further review with our Directors.
  • If the complaint remains unresolved for over eight weeks, or if we confirm that we cannot resolve it, you can escalate your complaint to the Energy Ombudsman.

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3. Commitment to Courtesy & Respect 

We treat all clients with courtesy, fairness, and respect throughout the complaint process. We aim to ensure all complaints are addressed professionally and impartially.

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4. Timescales & Expectations

  • Acknowledgement: Within 2 working days
  • Initial Response: Within 5 working days
  • Final Resolution: Within 10 working days (where possible)
  • Escalation Option: If unresolved for over 8 weeks

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5. Complaint Record Keeping 

We maintain a record of all complaints, including:

  • Date received
  • Details of the complaint
  • Actions taken
  • Resolution and response
  • Any further correspondence

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6. Escalation to Energy Ombudsman 

If we are unable to resolve your complaint within eight weeks or if you are dissatisfied with our final response, you can escalate the matter to the Energy Ombudsman, a free and impartial service.

Contact Details for Energy Ombudsman:

  • Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
  • Phone: 0330 440 1624
  • Email: enquiry@energyombudsman.org

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7. Our Commitment to Continuous Improvement 

We continuously review and refine our complaint-handling procedures to enhance customer experience. We value feedback and use complaints to improve our service.

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8. How Complaints Can Be Made 

Clients can raise and progress complaints via:

  • Phone
  • In Person
  • Email
  • Post

We aim to ensure a seamless and accessible complaint handling process to serve our clients effectively.