Complaints procedure

If any part of our service has fallen short, we want to know. This page sets out how to raise a complaint with Switching Made Simple Ltd, what we will do about it, and what to do if you are not satisfied with our response.

How to complain

Email complaints@switchingmadesimple.co.uk with your business name, the supply address, and a description of what has gone wrong. You can also write to us at Switching Made Simple Ltd, [REGISTERED_ADDRESS], or telephone [PHONE_NUMBER] during our opening hours ([OPENING_HOURS]).

Please include a contact name and number, and if your complaint relates to a specific contract, the supplier and meter number if you have them. It helps us investigate properly first time.

What happens next

1. Acknowledgement within 5 working days. We confirm we have your complaint, tell you who is handling it, and set out what we will do next.
2. Investigation. We review call notes, correspondence, the quotes issued and the contract paperwork, and contact the supplier if the complaint involves them.
3. Full response within 20 working days. We set out our findings in writing, explain our reasoning, and state any remedy we are offering. If the investigation is going to take longer, we will tell you why and when to expect a conclusion.
4. Review. If you are not satisfied, reply and ask for the matter to be reviewed by a senior member of the team, who will look at it afresh.

If your complaint is about your supplier

We arrange contracts; we do not supply energy, read meters or issue bills. Complaints about billing accuracy, metering, payments or supply itself must be raised with your supplier, who has its own regulated complaints process. Tell us anyway and we will help you get to the right department and follow it up on your behalf where we can.

Escalating your complaint

If your business qualifies as a micro-business and we have not resolved your complaint within eight weeks, or we have reached deadlock, you may be able to refer the matter to the Energy Ombudsman, which provides a free and independent service. You can find their current contact details at ombudsman-services.org. Ofgem, the energy regulator, publishes guidance on business energy rights and on third-party intermediaries such as brokers.

If your complaint concerns how we have handled your personal data, you can also contact the Information Commissioner's Office. Our ICO registration number is [ICO_REGISTRATION_NUMBER].