0115 697 1806
MAKING A COMPLAINT
At Yü Energy, we seek to provide excellent service but understand that sometimes things can go wrong. We’ll work hard to resolve any issues as quickly as possible with the following approach:
APPROACH TO COMPLAINTS HANDLING
- We will try to resolve any complaints as soon as possible
- We will always provide you with an explanation and an apology wherever we have caused the problem
- You will speak to the same Complaint Handler throughout the complaints process
MAKING A COMPLAINT
If you contact us via telephone1, our Customer Success team will attempt to resolve the matter with you immediately. However, if the matter cannot be immediately resolved the advisor will raise a complaint ticket internally for one of our specialist handlers to investigate the matter. Alternatively, you can raise a complaint to us on our website by filling out the form on our contact page.
Our Complaints team will acknowledge your complaint within 1-2 working days.
We will endeavour to respond to your complaint in full within 10 working days. Sometimes this is not possible as we may need further time, if so we will keep you updated with the new timescales we put in place for resolving your complaint.
RESOLVING A COMPLAINT
The Complaints handler will provide you with a resolution to your complaint. You will be able to accept or reject the resolution depending on whether you feel the resolution is fair.
The remedies you could receive as part of a resolution are:
- An apology
- An explanation as to what’s happened
- Actions taken to resolve the issue
- Compensation awarded
UNHAPPY WITH THE OUTCOME?
You can request for one of our complaints reviewers or complaints manager to review the complaint to ensure a fair outcome for your complaint. We will keep you up to date during this process and aim to provide a final resolution as soon as possible.
COMPLAINT DEADLOCK AND ENERGY OMBUDSMAN
If your complaint is less than 8 weeks old and we have done everything we can to try and resolve your it, we will deadlock the complaint. A letter will be sent advising you of the deadlock. This means that you can go to The Energy Ombudsman with your complaint.
If your complaint is more than 8 weeks old, and we have not come to a resolution, you will receive a letter advising you are within your rights to contact The Energy Ombudsman.
The Energy Ombudsman will liaise with us directly to try and come to a resolution. Their services are free for you to use and they’re entirely independent. They don’t take sides and their decisions are based only on the information they have.
You do not have to accept their decision, but if you do, we’ll act on what they say. That might mean us saying sorry, explaining what’s gone wrong, fixing the problem, or paying you compensation.
- If you contact The Energy Ombudsman, they will investigate your case and we are unable to work with you directly to resolve the complaint
- If you have not contacted The Energy Ombudsman, we will still be able to work with you directly to resolve the complaint
CONTACT DETAILS FOR THE ENERGY OMBUDSMAN
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Website: www.energyombudsman.org
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
INDEPENDANT HELP OR ADVICE
Get help with an energy problem.
You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for your energy.
If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.
If you live in Scotland, go to cas.org.uk, or contact your Local Citizens Advice office. If you live in Scotland, you can also contact Advice Direct Scotland on 0808 196 8660 or visit energyadvice.scot. Calls are free.
If you need specialist support to resolve your energy problem, Citizens Advice and Advice Direct Scotland can refer you directly to the Extra Help Unit Service.
Citizens Advice, Citizens Advice Scotland and Advice Direct Scotland currently only provide advice and support to microbusiness consumers. Check if your business is a microbusiness here.
CONTACT US
You can contact Yü Energy in any of the ways listed below:
Call us on 0115 975 8258 between 9am – 5:30pm, Monday to Friday
Write to: Customer Resolution Team, Yu Energy, CPK House, 2 Horizon Place, Nottingham Business Park, Mellors Way, Nottingham, NG8 6PY
Website: www.yuenergy.co.uk/making-a-complaint
Email: customerresolution@yuenergy.co.uk
1We can offer face to face meetings by appointment only. Please ask our customer resolution or Customer Success team for this option.