Complaints | AT Energy

Our Complaints Procedure

By allowing AT Energy to negotiate the energy supply contracts for your business, you have placed your trust in the services we provide and we have in turn made a commitment to you to provide the services you require. If you feel that you have not received the service you expected, we would very much like to hear from you.

♦ Call us on 0330 135 8528
♦ Email us at contactus@atenergyuk.com
♦ Write to us at AT Energy, Southbridge House, Southbridge Place, Croydon, Surrey, CR0 4HA

Our energy advisors are available on the telephone from 9am to 5pm, Monday to Friday (we are not open bank holidays). You can also contact your account manager for any concerns you may have.

On receipt of your complaint, this will be logged and you will receive written confirmation of this, including your unique complaint reference via email (or post if preferred) within 5 working days (10 working days for post). We anticipate that most issues can be handled at this stage by one of our energy advisors but it can sometimes take longer than 10 working days for factors out of our control. If this is not the case and your complaint is not resolved within 10 working days, or you are not satisified at any time with the handling of your complaint, this can be escalated to the Managing Director for a full internal review.

You can contact the managing director using one of the following methods:

♦ Call on 0330 135 8528
♦ Email md@atenergyuk.com
♦ Write to The Managing Director, AT Energy, Southbridge House, Southbridge Place, Croydon, Surrey, CR0 4HA

Once the full investigation of your complaint is complete, we will let you know what will happen next - whether it is us saying we are sorry, fixing a problem, making a goodwill gesture or providing compensation. If you are unhappy with this and/or would like further options, microbusinesses have the right to contact the Energy Ombudsman for independent advice.

Alternative Dispute Resolution

Our aim is to always have your complaint satisfied within a day of receiving it, but sometimes it can take a little longer.

If we have not been able to satisfy your complaint within 8 weeks, or if we have been unable to provide you with a way forward that you agree to, we call this “deadlock”. In these instances, you have the right to free, alternative dispute resolution service from The Energy Ombudsman.

The Energy Ombudsman is a not-for-profit organisation that assists businesses with disputes between energy suppliers, energy brokers and their customers. This service is free for you to use and the Ombudsman is completely impartial - they do not take sides and they make informed decisions based on the evidence and information they have been provided.

You are not obliged to accept the Ombudsman’s decision either, but if you do, we are obliged to accept their decision and we will act on exactly what they say. That could mean providing you with an apology, remedying a problem or paying compensation.

You can contact the Ombudsman using one of the following methods:

♦ Call us on 0330 440 1624
♦ Email at enquiry@energyombudsman.org
♦ Write to them at Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

♦ Visit their website at www.energyombudsman.org

Additional Information

If your complaint relates to an energy supply contract or a specific supplier, you can also contact the supplier it is related to. Contact details are usually on any literature we provide regarding that supplier or contact one of our energy advisors and we provide the contact details for you. You can also find your suppliers contact information on an invoice, any literature they made send you and/or on their website.

All complaints are handled with care, sensitivity and confidentiality. If you have any questions regarding our complaints handling procedure or wish to discuss anything further, please contact us and one of our team will be happy to help.

Our full complaints handling procedure is available here.
For a free of charge, paper copy of this document, please call us on 0330 135 8528, send an email to contactus@atenergyuk.com or contact your account manager.