We are continuously working to ensure all of our customers have an effortless switching journey. However, we recognise that sometimes things don't go as planned. If you are unhappy with our service, please let us know by emailing team@switchd.co.uk. We'll work with you to understand what's happened and aim to reach a positive resolution. 

When should I make a complaint? 

The best thing to do is to contact us as soon as you become aware of any issues caused by Switchd. Please tell us about the nature of your complaint, how the situation has impacted you, and what resolution you are seeking. This will enable us to resolve any issues as quickly as possible and to your satisfaction. 

Every situation is different, and we will consider each issue, complaint and resolution on a case-by-case basis to ensure it is best for you.

What happens when I make a complaint? 

Step 1: We'll do our best to understand the issue and work with you to resolve it when it's raised. If the situation can't be resolved straight away, we'll formally acknowledge your complaint in writing within 3 working days. 

Step 2: Your complaint handler will work with you, members of the Switchd team, and any third parties involved (e.g. energy suppliers) to fully investigate the situation. 

Step 3: We will send you our final written complaint response, which will explain our findings and resolution. 

What happens if I want to reopen my complaint?

Please note that after we have sent our final response, we will only reopen complaints if the situation has changed. If this happens, kindly let us know by emailing team@switchd.co.uk.