Mindful Energy Complaint Handling Procedure

How to complain

If we have got something wrong, we want to know and we want to put it right. You can raise a complaint by email to connect@mindfulenergy.co.uk, by phone on 01442 504049, or by asking to meet us in person.

What happens next

1. Tell us what went wrong and what you would like us to do about it.
2. We acknowledge your complaint within 5 working days and tell you who is handling it.
3. We look into it and keep you updated at each stage, including if anything takes longer than expected and why.
4. We tell you what we found and what we will do. That may be an apology, putting the problem right, or compensation where our mistake has cost you money.

If you are not happy with our first response, ask for the complaint to be reviewed by a director and we will arrange it.

If we can't agree

If we haven't resolved your complaint within 8 weeks, we will write to tell you. This is called a deadlock letter. You can then take your complaint to the Energy Ombudsman, which is independent and free to use. You must do so within 12 months of receiving the letter.

Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF · 0330 440 1624 · enquiry@energyombudsman.org