Energy Observe
Legal

Complaints Procedure

We work hard to get things right, but if something goes wrong we want to know so we can put it right. Here is how to raise a complaint and what you can expect from us.

Last updated 29 June 2026

Our commitment

We are committed to providing a high standard of service. We treat every complaint seriously, handle it fairly and confidentially, and use what we learn to improve. Making a complaint will never affect the service you receive from us.

How to make a complaint

You can raise a complaint with us in whichever way is easiest for you:

To help us resolve things quickly, please include your name, company name, the best way to reach you, and a clear description of what has gone wrong and how you would like it resolved.

What happens next

Once we receive your complaint:

  • We will acknowledge it within five working days and let you know who is handling it.
  • We will investigate fully and aim to resolve most complaints within ten working days. If it is more complex and will take longer, we will keep you updated on our progress.
  • When our investigation is complete, we will write to you with our response and explain the reasons for it.

If you are not satisfied

Energy Observe Ltd is a member of the Energy Ombudsman, a free and independent alternative dispute resolution service. If your complaint remains unresolved after eight weeks, or we have issued a deadlock letter, you can ask the Energy Ombudsman to review it. Their decision is impartial, and if you accept it we are bound to act on it.

You can contact the Energy Ombudsman:

To raise a dispute with the Energy Ombudsman you will normally need to have complained to us first, waited at least eight weeks (or received a deadlock letter), and be able to provide evidence to support your complaint, including when you first raised it.

Contact us

For any question about this procedure, contact us at enquiries@energyobserve.co.uk or 01709 874506.