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 sending an email to firstname.lastname@example.org or send a message through our live chat function. 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.
Please bear in mind that we are not able to take on complaints about your energy supplier. This is because we are a completely separate company from any energy supplier, therefore we are not able to take responsibility for their actions, neither are we able to influence their behaviour. To make a complaint about your supplier, you will need to contact them directly. Of course, we are always happy to help where we can by providing guidance and support.
What happens when I make a complaint?
Step 1. We'll do our best to understand and work with you to resolve the issue 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 Switchd team, and any third parties involved (e.g. energy suppliers) to fully investigate the situation.
Step 3. We will send you our final complaint response in writing which will explain our findings and resolution.
What happens if I want to reopen my complaint?
Please note that after our final response has been sent, we will only reopen complaints if the situation has changed. If this happens, kindly let us know by sending an email to email@example.com.