Complaints procedure
We take complaints into consideration when reviewing our service provision. As part of our commitment to customer service, we have a policy of dealing with customer complaints to the satisfaction of our customers and clients and in line with their systems if required.
- Complaint received – As soon as we receive a complaint, we will investigate the complaint.
- Complaint investigated with complainant within 3 days, we will respond to the complainant within 3 days with a holding letter regardless of whether the complaint was verbal or written.
- Holding letter sent to complainant, we will also follow this up once the investigation has been completed with a formal outcome letter.
- All customer, supplier and internal concerns are logged in our “concerns log”.
- Investigation of complaint
- Remedial action agreed, any remedial actions will be implemented in a timely manner.
- Record complaint, action & response, all actions are set realistic time scales to be resolved and must be signed off.
- Response letter to complainant
- Review complaint
- The Director as part of the monthly review will report and update on all actions from the concerns log to ensure that we deliver and sign off all actions within this log.
- We will ensure that we review how effective our response has been with the customer to ensure that we have the most robust system in place which responds to the complainant in a timely and appropriate manner and identifies training needs amongst our staff or the resetting of standards.
- Dependant on the outcome of your complaint Momentum Energy will make a formal apology and where there have been financial implications may offer either a goodwill gesture or some degree of compensation
To view our complaints process simply go to our website – www.momentum-energy.co.uk and click on complaints at the bottom right of our home page to obtain a copy of our process
Ways to register your complaint;
- you can send a letter writing to
The Director, Momentum Energy Ltd, 416 Foxhall Road, Ipswich, Suffolk IP3 8JE
- you can email to
- you can call
07771 641768
Your complaint can be escalated further to the Ombudsman Services. This is a completely free and impartial service provided by them.
• If we have not resolved your complaint within 8 weeks or
• If you are still dissatisfied with the outcome of your complaint
where your complaint will be reviewed, and a final decision made by them. They can be contacted by the following methods
Email to: enquiry@ombudsman-services.org
Phone: 0330 4401624 or
Post: Ombudsman Services: Energy, P.O. Box 996, Warrington, WA4 9DF
