Energy Complaints Policy

Last updated: 26/01/2025
 

Energy Complaints Procedure

As a responsible and customer focussed business, we are keen to resolve and issues as quickly as possible.  Should you have the need to complain please refer to our process.

 

Stage 1

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If you have a complaint about our service, please contact us using the following methods;

• Email: complaints@checkmyrates.uk

• In writing to: 24 Ferrars Way, Cambridge, CB4 3RE

 

To help us investigate your complaint we may ask you for the following information:

• Your name, business name, address and any relevant reference number(s)

• A clear description of your complaint

• Details of what you would like us to do to resolve your complaint

• Copies of relevant supporting information

 

Our commitment to you:

• We'll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

 

Stage 2

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If you are dissatisfied with the outcome of our investigation or it has been 8 weeks since your first complaint and things are not progressing as you’d hoped, then you can refer your dispute to Dispute Resolution Ombudsman (DRO).

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DRO are an independent, not for profit, alternative dispute resolution service. You can find out more information about DRO by visiting their website - DRO - Disputes with Energy Brokers

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You can contact DRO using the following methods;

• By email:            info@disputeresolutionombudsman.org

• By telephone:   0333 241 3209

• By post:               Premier House, First Floor, 1-5 Argyle Way, Stevenage, Herts, SG1 2AD

Payless Business Group Ltd T/A CheckMyRates is registered with DRO and we agree to abide by any decision they make.