Complaints

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:

Call Us	0330 135 8528
Email us	contactus@atenergyuk.com
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).

Your complaint 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 if this is not the case and your complaint is not resolved within 10 working days, you will automatically be referred to stage 2. You are welcome to refer to stage 2 at any time if you are dissatisfied with the progress of step 1.

Stage 2: Internal Review by the Managing Director

It can sometimes take a little longer to handle your complaint. If your complaint has not been settled within 10 working days or if at any time you are unsatisfied with how your complaint is being handled, it will be passed to the Managing Director for a full, internal review. You can contact the managing director using one of the following methods:

Call	0330 135 8528
Email	md@atenergyuk.com
Write	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

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

If we have not been able to sort 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 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	0330 440 1624
Email	enquiry@ombudsman-services.org
Write	Ombudsman Services; Energy, PO Box 966, Warrington, WA4 9DF
Web	https://www.ombudsman-services.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 or send an email to contactus@atenergyuk.com

Complaints

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