By allowing AT Energy UK 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. If you feel that you have not received the service that you expected, we would very much like to hear from you.
The following information is a guide on how to make a complaint with AT Energy UK and how your complaint will be handled. If you have any queries relating to this, please do contact us.
Stage 1: Contact Us With Your Complaint
You can contact us in one of the following ways:
0330 135 8528
Write to us
AT Energy UK, 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).
Stage 2: Internal Review by the Managing Director
0330 135 8528
The Managing Director, AT Energy UK, Southbridge House, Southbridge Place, Croydon, Surrey, CR0 4HA
Once our 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, please refer to Stage 3.
Stage 3: Alternative Dispute Resolution
0330 440 1624
Ombudsman Services; Energy, PO Box 966, Warrington, WA4 9DF
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 or send an email to firstname.lastname@example.org