Our Commitment
Phoenix Energy Solutions Ltd is committed to providing a high standard of service to every client. If something goes wrong, we want to know about it so we can put it right quickly and fairly. This procedure explains how to raise a complaint, what you can expect from us, and how to escalate the matter if you remain unhappy with our response.
How to Make a Complaint
You can contact us in any of the following ways:
- Phone: 0800 112 4470 (Mon–Fri, 8:00am–6:00pm GMT)
- Email: complaints@phoenixenergysolutions.co.uk
- Post: Complaints Team, Phoenix Energy Solutions Ltd, Collingwood Buildings, 38 Collingwood Street, Newcastle Upon Tyne, NE1 1JF
- In writing via your account manager, if you have a dedicated point of contact
Please include your company name, account or contract reference, a description of the issue, and copies of any relevant correspondence — this helps us investigate faster.
What Happens Next
Acknowledgement
We will acknowledge your complaint within 3 working days of receiving it, confirming who is handling your case.
Investigation
We aim to resolve most complaints within 10 working days. If your complaint is more complex, we'll explain why and give you a revised timescale.
Final Response
You will receive a final response in writing setting out our findings and any resolution offered, no later than 8 weeks from when you first raised the complaint.
If We Can't Agree
If we're unable to resolve things within 8 weeks, or you're not satisfied with our final response, we'll issue a "deadlock letter" confirming you're free to escalate externally.
Escalating Your Complaint
If you are a micro-business (fewer than 10 employees and either annual turnover or balance sheet total not exceeding €2 million, or a business using less than 100,000 kWh of electricity / 293,000 kWh of gas per year) and remain unhappy after our final response — or 8 weeks have passed — you're entitled to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme, free of charge.
Energy Ombudsman
Independent, free, and impartial dispute resolution for micro-business energy complaints.
Web: energyombudsman.org
Phone: 0330 440 1624
Post: Ombudsman Services, P.O. Box 966, Warrington, WA4 9DF
Larger businesses that fall outside the micro-business definition are not automatically entitled to free ADR, but we will always aim to resolve disputes directly and in good faith regardless of company size.
Complaints About Supplier Contracts
Where a complaint relates to the performance of an energy supplier itself (billing, metering, or supply issues) rather than to our brokerage service, we will help direct your complaint to the relevant supplier and, where applicable, to their own ADR scheme, as suppliers are separately regulated by Ofgem.
Summary of Key Timescales
| Stage | Timescale |
|---|---|
| Acknowledgement | Within 3 working days |
| Target resolution | Within 10 working days |
| Final response (latest) | Within 8 weeks |
| Eligible for free ADR referral | After final response, or after 8 weeks with no resolution |
Contact Us
To raise a complaint or ask a question about this procedure, contact our complaints team at complaints@phoenixenergysolutions.co.uk or call 0800 112 4470.