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 reasonably possible after you become aware of any issue. Please tell us about the nature of your complaint, how the situation has impacted you, and what resolution you are seeking.
If your complaint is against your energy supplier and not Switchd, we would kindly ask you to contact the energy supplier in the first instance. Your supplier's phone number and website will be on your energy bill.
If you don’t have this information, or if you aren’t sure how to access your energy bills, follow the supplier's online account login instructions on your Switchd dashboard. Alternatively, you can contact us and we will happily point you in the right direction.
Every situation is different and we will consider each issue, complaint and resolution on a case by case basis.
What happens next?
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 in the first instance, 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. We will do our best to minimise any inconvenience this process might cause to you and might ask for additional information (such as energy bills) or authorisation to act on your behalf in order to effectively address your concerns.
Step 3. We will send you our final complaint response in writing which will explain our findings and resolution.
Usually, we will be able to provide our final response to your complaint within 15 working days. If the situation is more complex or there are third parties involved, it can take us a little longer to investigate your concerns. If this happens, we'll write to you to explain our progress and let you know when you can expect to receive the final outcome.
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 new evidence comes to light. If this happens, kindly let us know by sending an email to email@example.com.