Energy IQ Group – Complaints Handling Procedure
1. Our Commitment
Energy IQ Group is committed to providing a high standard of service to all clients. We recognise that, on occasion, things may not go as expected. When this happens, we aim to handle complaints fairly, transparently, and promptly, learning from them to improve our services.
This procedure is designed to comply with the requirements of the Energy Ombudsman, relevant industry best practice, and regulatory expectations for registered energy brokers.
2. What Is a Complaint?
A complaint is defined as any expression of dissatisfaction (oral or written), whether justified or not, relating to:
- Energy procurement or brokering services
- Advice provided by Energy IQ
- Communication, service standards, or conduct
- Third-party suppliers or partners introduced by Energy IQ
- Any aspect of our fully funded energy efficiency services where Energy IQ has responsibility
3. How to Make a Complaint
Complaints may be submitted by the client or an authorised representative using one of the following methods:
Email:
In Writing:
Complaints Team
Energy IQ Group
128, City Road
London, EC1V 2NX
United Kingdom
Telephone:
Where possible, complaints should include:
- The complainant's name and organisation
- Contact details
- A clear description of the issue
- Relevant dates, references, or documentation
4. Complaint Handling Process
Stage 1 – Acknowledgement
All complaints will be acknowledged within 5 working days
The acknowledgement will confirm:
- Receipt of the complaint
- The name of the person handling the complaint
- An outline of the next steps and expected timescales
Stage 2 – Investigation
The complaint will be investigated by a suitably senior member of the Energy IQ team who was not directly responsible for the matter where possible
- We may contact the complainant to request additional information or clarification
- Where the complaint relates to a third-party supplier, we will liaise with that supplier as part of the investigation
Stage 3 – Final Response
A written final response will be issued within 8 weeks of receipt of the complaint
The response will:
- Summarise the complaint
- Set out the findings of the investigation
- Confirm any actions taken or proposed resolution
- Explain the complainant's right to escalate the matter if they remain dissatisfied
5. Escalation to the Energy Ombudsman
If the complainant is not satisfied with our final response, or if 8 weeks have passed without resolution, they may escalate the complaint to the Energy Ombudsman.
Energy Ombudsman Contact Details:
Energy Ombudsman
PO Box 966
Warrington
WA4 9DF
Telephone: 0330 440 1624
Website: www.energyombudsman.org
The Energy Ombudsman is a free, independent dispute resolution service.
6. Complaints Relating to Third-Party Suppliers
Where a complaint relates to an energy supplier or service provider introduced by Energy IQ:
- We will assist the client in raising the complaint with the appropriate party
- Energy IQ will cooperate fully with any investigation
- Responsibility will be clarified in line with contractual and regulatory obligations
7. Record Keeping & Monitoring
- All complaints are logged and recorded centrally
- Complaint records are retained in accordance with data protection and regulatory requirements
- Complaints are reviewed periodically to identify trends, root causes, and opportunities for improvement
8. Data Protection & Confidentiality
All complaints are handled in accordance with UK GDPR and Energy IQ's Data Protection Policy. Information is used solely for the purpose of investigating and resolving the complaint.
9. Continuous Improvement
Energy IQ uses complaints as an opportunity to improve:
- Sales and advisory processes
- Supplier selection and oversight
- Client communications
- Governance and compliance controls
10. Accessibility & Fairness
We aim to ensure our complaints process is:
- Easy to understand
- Accessible to all clients
- Free of charge
- Handled impartially and respectfully
Summary
Energy IQ Group takes complaints seriously and is committed to resolving issues fairly, transparently, and in line with Energy Ombudsman requirements.