Our Complaints Policy Here at The Energy Company (UK) Ltd we are passionate about giving our customers an exceptional service. Nevertheless should something go wrong, or if you are unhappy with the service you have received, please get in touch with us at the earliest opportunity so we can work to put things right as soon as possible. Stage 1 Once a complaint has been raised with a dedicated complaints handler, we will try and resolve the matter within the one call. Stage 2 If you remain dissatisfied with the resolution initially provided, you can escalate your concerns to the management who will try and resolve within 48 hours. Any complaint received will be treated with courtesy and respect, and, at the outset, we will do our best to resolve any complaint received. Stage 3 Should management not be able to resolve your complaint, you have the option to escalate your concerns by contacting the supplier direct , or the Ombudsman to raise a complaint. At each of the above three stages, we will endeavour to resolve your concerns within 48 hours. Should the complaint not be resolved after eight weeks, you have the option to contact The Ombudsman directly. Should this happen, we will send you a ‘deadlock’ letter, along with contact details for the Ombudsman service. Please be assured that the Ombudsman Service is impartial and free. How to contact us The easiest and quickest way to resolve your complaint is to phone us on the numbers listed below. Alternatively, if you’re unable to phone or would prefer to write, you can contact us by email or by post using the address below: Telephone: 01824 703253 E-mail: info@theenergycompany.co.uk Post: Unit 7, Lon Parcwr Industrial Estate, Ruthin, Denbighshire, LL15 1NJ

Tel: 0800 027 0020 | Email: info@theenergycompany.co.uk