Step-by-Step Complaints Process

1. Tell Us What’s Wrong
   We want to hear from you if you’re not happy with any aspect of our service. You can reach out to us through various channels, whichever is most convenient for you. Whether it’s by email, phone, or post, we’re ready to listen. When you contact us, please provide as much detail as possible about the issue you’re experiencing. This helps us understand the problem better and work towards a quicker resolution.

Contact Methods:

• Email: info@kilowattenergy.co.uk
• Phone: 01332 415 685
• Post: The Old Post Office, Victoria St, Derby DE1 1EQ

2. We’ll Get Back to You
   Once we receive your complaint, we take it seriously and act quickly. Within 5 working days, you’ll hear back from us. We’ll send you a written acknowledgement, either by email or letter, confirming that we’ve received your complaint. We’ll assign you a resource who will be your point of contact throughout the complaint process.

3. We’ll Work on a Solution
   After acknowledging your complaint, we’ll investigate the issue. We aim to resolve most complaints within two weeks. During this time, we’ll thoroughly review the details you’ve provided, check our records, and consult with relevant team members if necessary. By the end of this two-week period, one of two things will happen. Either we’ll provide you with a final response that fully addresses your complaint, or if the matter is more complex and requires additional time, we’ll send you a holding response.

4. We’ll Give You Our Final Answer
   We strive to resolve all complaints as quickly as possible, but in some cases, it may take up to 8 weeks to fully investigate and address complex issues. Our final response will be comprehensive, addressing all aspects of your complaint and clearly explaining our findings and decision. If you feel we’ve missed something or you have new information that might change our decision, please let us know. We’re always willing to review your case again if there are new facts or if you believe we’ve overlooked something important.

5. If You’re Still Not Happy
   We hope that we can resolve your complaint to your satisfaction. However, we understand that in some rare cases, you might still be dissatisfied with our final response. If this happens, you have the option to take your complaint to an independent body.

Independent Resolution – Energy Ombudsman
You can contact the Energy Ombudsman that can review your case. Their service is free to use and they provide an unbiased assessment of the situation.

Energy Ombudsman Contact Details:

Website: www.energyombudsman.org

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

Phone: 0330 440 1624

Email: enquiry@energyombudsman.org

Our Learning Commitment
At Kilowatt Energy, we view every complaint as a chance to learn and grow. Your feedback is invaluable in helping us improve our services and better meet the needs of all our customers. Thank you for your patience and for giving us the opportunity to serve you better.

Updates and Amendments

Policy Updates
We reserve the right to update these terms, privacy policy, and procedures to reflect:

• .Changes in applicable law or regulation
• .Improvements to our service delivery
• .Enhanced consumer protection measures
• .Industry best practice developments

Notification:
We will notify clients of material changes through:

• .Email notification to registered clients
• .Website publication with effective date
• .Direct mail for significant changes
• .Account manager communication where applicable

Contact Information

General Enquiries

Email: info@kilowattenergy.co.uk Phone:01332 415 685 Address: The Old Post Office, Victoria St, Derby DE1 1EQ

Complaints and Disputes

Email: info@kilowattenergy.co.uk Post: Complaints Department, [Your business address

Data Protection Enquiries

Email: info@kilowattenergy.co.uk

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