Complaints procedure

Our single operational objective is to delight customers, so we take all complaints seriously. If there are any issues and you are a customer, your Relationship Manager should be your first port of call. If you are unsatisfied with the outcome, you can follow our formal complaints procedure outlined below.

Stage one

Please get in touch with us at the earliest opportunity by logging your complaint via:

  • Telephone - 02380 286300
  • Email - [email protected]
  • Post - No.3 Benham Road, Benham Campus, University of Southampton Science Park, Chilworth, Hampshire, SO16 7QJ

Stage two

Your enquiry will be handled by an appropriate senior member in the relationship management team who will get in touch to discuss the complaint. We will aim to respond to your enquiry within 10 working days, with a resolution as soon as possible.

Stage three

If you are unhappy with the resolution, you may wish to lodge an appeal. Please raise this with the appropriate senior member within 28 calendar days of receiving a response from them. Include the grounds of your appeal. The appeal will then be considered by a Director of the organisation for final internal review.

Stage four

Should you remain unhappy with the outcome or if your complaint is not resolved directly by Zenergi within eight weeks; you can lodge a complaint with Ombudsman Services directly who will review this in due course. An independent review can be requested from Ombudsman Services if::

  • You are registered in Great Britain.
  • You are classed as a microbusiness as per Ofgem’s definition.
  • The dispute has been outstanding for over 8 weeks, or you have received a deadlock letter from us.

Ombudsman Services will host an Alternative Dispute Resolution upon receipt of any complaint and will liaise with the relevant parties through the process. This is an impartial and free service and Ombudsman Services can be contacted via the below methods of communication.

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: [email protected]