We take every complaint seriously.
We are committed to providing excellent service. If we have not met your expectations, here is how we will work with you to put things right.
Our commitment to you
At Svenergy, we understand that there may be occasions when you feel we have not met your expectations. Your feedback is important to us, and we have established this complaints policy to address and resolve any concerns you may have.
How to raise a complaint
Informal resolution
If you are dissatisfied with any aspect of our service, we encourage you to inform us as soon as possible. You may contact your designated account manager or our customer service team to discuss the issue informally.
[email protected]Formal complaint
If the matter remains unresolved or if you prefer a more formal approach, please submit your complaint in writing via email. Include relevant details such as your account information, a description of the issue, and any supporting documentation.
[email protected]Complaints handling process
Acknowledgement
Upon receiving your complaint, we will send you an acknowledgement within two working days. This will include the name and contact details of the person handling your complaint.
Investigation
We will conduct a thorough investigation into your complaint. This may involve reviewing relevant records, communicating with involved parties, and gathering necessary information.
Resolution
We aim to resolve complaints as quickly as possible. You will be informed of the outcome, including any proposed resolution, within ten working days of the acknowledgement of your complaint.
Escalation
After 10 days of raising the step 3 complaint, if we are unable to find a satisfactory solution that both parties are happy with, we will take a break and look with a fresh pair of eyes and try to offer some other solutions.
Energy Ombudsman
Svenergy are part of the Energy Ombudsman Alternative Dispute Resolution scheme. They provide an impartial dispute resolution service to ensure that a resolution is reached. In the unlikely event that after 8 weeks of trying to find a solution we have not reached an agreement, we will issue a deadlock letter. This means the complaint is in a state of deadlock and an independent resolution is required from the Energy Ombudsman.
Energy Ombudsman
The Energy Ombudsman provides a free, independent service for resolving disputes between energy consumers and businesses. If your complaint reaches deadlock after 8 weeks, you have the right to refer your case to them.
Visit the Energy Ombudsman websiteHave a concern?
Get in touch and we will do our best to resolve it quickly and fairly.