COMPLAINTS PROCEDURE

At Ember Energy, we aim to handle complaints quickly, fairly, honestly and effectively. We take all complaints seriously and use feedback to help improve our service. All complaints are treated in confidence.

How to Make a Complaint

You can make a complaint in any of the following ways:

Phone: 01563 501582
Email: info@emberenergy.co.uk
Post: Ember Energy, Waterside Farm, Glasgow Road, Galston, KA4 8PB

Where appropriate, we may ask you to provide further details in writing so that we can investigate your complaint properly.

How We Handle Complaints

Your complaint will initially be reviewed by a Manager.

We will acknowledge your complaint within 5 working days and provide the name and contact details of the person dealing with it.

We will keep you informed while we investigate your complaint. We aim to resolve all complaints within 28 working days, unless we agree a different timescale with you.

Alternative Dispute Resolution

Alternative Dispute Resolution, also known as ADR, is a way of resolving complaints without going to court.

Ember Energy operates as an energy broker and also provides installation services for solar panels, battery storage and related energy systems. The correct complaint route may depend on the nature of your complaint.

If you have a complaint, concern or issue that you do not wish to raise with Ember Energy directly, or if you are unhappy with how your complaint has been handled, you may contact the relevant ADR provider, certification body, consumer code provider or governing body for further guidance.

Energy Broker Complaints

If your complaint relates to our energy brokerage services, energy contracts, tariff advice, supplier switching, commission, contract terms or broker advice, you may be able to refer your complaint to our approved energy broker ADR provider.

This may be the Energy Ombudsman, Dispute Resolution Ombudsman, or another approved ADR provider, depending on the scheme Ember Energy is registered with.

Energy Ombudsman
Website: www.energyombudsman.org
Energy broker complaints: www.energyombudsman.org/how-we-can-help/energy-brokers
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

Dispute Resolution Ombudsman
Website: www.disputeresolutionombudsman.org
Energy broker complaints: www.disputeresolutionombudsman.org/page/dispute-resolution-for-energy-brokers-third-party-intermediaries-tpi-and-their-customers-2

Solar Panel, Battery and Installation Complaints

If your complaint relates to solar panel installation, battery installation, electrical work, workmanship, certification, compliance or renewable energy systems, you may contact the relevant installation scheme provider, certification body or consumer code provider.

NAPIT
For complaints relating to electrical work, certification, compliance, or work carried out under a NAPIT scheme.

Website: www.napit.org.uk
Complaints: www.napit.org.uk/complaints
Phone: 0345 543 0330
Email: info@napit.org.uk

RECC / Green Homes Dispute Resolution
For complaints relating to renewable energy systems, consumer protection, solar PV, battery storage or matters covered by the Renewable Energy Consumer Code.

Website: www.recc.org.uk
Raise a dispute: www.ghdr.org.uk/raise-a-dispute
Phone: 0204 616 0015
Email: hello@ghdr.org.uk

We will co-operate fully with any complaint, mediation or dispute resolution process handled by our approved ADR provider, NAPIT, RECC, Green Homes Dispute Resolution, or any other relevant approved body.

Time Limits

You should raise your complaint as soon as possible after the issue occurred.

If your complaint remains unresolved after 7 working days, or if you are unhappy with the outcome, we can, with your consent, escalate the matter to the relevant ADR provider, certification body, consumer code provider or governing body.

If, after 8 weeks, your complaint is still unresolved, or you have received a deadlock letter from us, you may be able to refer your complaint to the relevant Ombudsman or ADR provider for a free and impartial review.

Starting Your Complaint

To start a complaint, please email, call or write to us using the details above.

Please include your name, contact details, the address the complaint relates to, and a clear description of the issue. A member of our team will then contact you to help resolve the matter.