Complaints Procedure

We strive to provide excellent service to all our customers at all times. However, we understand that there may be situations where you have a complaint or concern about our services when things haven’t quite gone to plan.

We value your feedback and take complaints seriously, and we have established a customer complaint procedure to ensure that your concerns are addressed promptly and efficiently.

Step 1: Contact Customer Support

If you have a complaint or concern, the first step is to contact our Resolution Team. You can reach them through the following channels:

Phone: 0333 321 2010
Email: resolution@switch2.co.uk
Online Contact Form here.

When contacting the Resolution Team, please provide the following information:

• Your name
• Contact details (phone number, email address)
• Account number (if applicable)
• Description of the complaint or concern
• Any relevant supporting documents or evidence

Our team will make every effort to resolve the issue during the initial contact. If your concern is not resolved, or if you are not satisfied with the resolution provided, you can proceed to Step 2.

Step 2: Escalate to the Head of Customer Services

If your concern is not resolved at the initial stage, you can request to escalate the complaint to the Head of Customer Services. You can do this by informing the representative handling your case or by submitting a written request via email or through the online contact form.

Please provide the following information in your escalation request:

• Your name
• Contact details (phone number, email address)
• Account number (if applicable)
• Summary of the complaint or concern
• Reference number or details of your previous interaction with Customer Support

The Head of Customer Services will review your complaint and work with you directly to address the issue. They will keep you informed about the progress and provide a resolution within a reasonable timeframe. If your complaint is still not resolved, you can proceed to Step 3 and contact the Energy Ombudsman via the Heat Trust

Step 3: Register your complaint with The Energy Ombudsman

If you are still not satisfied with the resolution provided, and we are the heat provider to your heat network and your scheme is registered with Heat Trust, you will have access to a specialist independent complaint handling service, operated by the Energy Ombudsman.

To find out if your site is registered with Heat Trust, click here. For customers on heat networks not registered with Heat Trust please see this advice page instead.

We appreciate your understanding and patience throughout this process. It is our goal to address all complaints and resolve issues.