Getting in touch if you are unhappy with our service

We strive to offer the highest level of expertise and care at every stage of the service we offer. However, if something does go wrong and you want to make a complaint, we will be fully committed to fixing it as efficiently as possible.

Below you will find all the information you need about making a complaint, including how to contact us and what we promise to do next.

What’s gone wrong?

• If you are unhappy with the service you have received from Search4Energy; one of our employees; or one of our suppliers, let us know and we will look into it straight away.

How long before your complaint is resolved?

• If your complaint is made by email or post, we will be in touch within two working days to confirm it has been received and that we are working on it.

• We will keep you updated on the progress of your complaint in a timely manner.

• We aim to resolve any complaint within seven working days.

• If the problem isnot resolved within seven working days, as we are signed up to the TPI Code of Practice, we will (with your consent) escalate the complaint to the Manager. He will send an initial written response within 5 working days. He will let you know what will happen next and when he will be in touch regarding any next steps, actions or sanctions.

• If your complaint is about a supplier or you are unhappy with the response that you receive, you may also contact the Energy Ombudsman

How to get in touch with us

It is a good idea to keep any current bills, statements or other relevant documentation handy throughout the process.

You can reach the safe hands of our customer service team by:

• Phone – 07506364151 (lines open between 9am & 5.30pm Monday to Friday).

• Email – info@search4energy.co.uk

• Post –

Complaints,

Search4energy Ltd,

9 Woodbridge Road,

Leicester, Leicestershire, LE4 7RH

The Ombudsman

If you are a microbusiness you are entitled to take your complaint to the Ombudsman should your complaint not be resolved eight weeks after the complaint was first made to us or once you have received a deadlock letter from us, whichever is sooner.

The Ombudsman is an independent body that decides the outcome of disputes between us and our microbusiness customers. There is no charge to you for the Ombudsman’s services.


If you accept the Energy Ombudsman’s decision we must then honour that decision. You are not though bound to accept the Energy Ombudsman’s decision and instead may choose to take other action such as litigation.

The Ombudsman’s contact details:

Email: enquiry@ombudsman-services.org(emails are responded to within five working days)

Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday)

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 gives you free, confidential and impartial advice. Website: www.citizensadvice.org.uk