Complaints Procedure

Our Complaints Procedure

We take great care and concern for all our customers and treat all complaints seriously. If you are unhappy and wish to make a complaint, we have outlined our complaints procedure below:

Step 1

Please contact us by email, phone or post.



Post: Clear Energy Solutions, Business Box, 3 Oswin Road, Braunstone, Leicester, LE3 1HR

Our office hours are Monday-Friday 9am-5pm.

Step 2

An appropriate member of our team will acknowledge your complaint within 5 working days.

Step 3

Within 10 working days of receiving your complaint we will seek to offer you a final response addressing the concerns within your complaint. On some occasions we may not be able to conclude the complaint within 10 working days in which case we will write to you to explain why we may need more time or more information in order to provide you with a satisfactory response.

If we do not hear from you within 5 working days of issuing our response, we will conclude that you are happy with our reply.

Step 4

If you are unsatisfied with our final response you are entitled to make an appeal within 28 calendar days of receiving our response. Please include as much information and evidence as possible. One of our Company Directors will review all the information of the appeal for a final review.

Step 5

If you still feel unhappy, or if we have not resolved your complaint within 8 weeks then you can submit a complaint to the Ombudsman Services for independent review.

The Ombudsman’s contact details:

Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday)
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF