At Flame Energy, we are committed to providing a fair, transparent, and professional service. If something has gone wrong, we want to know so we can put it right as quickly and fairly as possible.

This complaints procedure explains how you can raise a concern and how we will handle and resolve it in line with recognised industry dispute resolution standards.

How to make a complaint

If you are unhappy with any part of our service, you can contact us using the details below:

Email: energyhub@flameenergy.co.uk

Please include your name and company name, contact details, a clear description of your complaint, any relevant reference numbers, and what outcome you are seeking. This helps us investigate and resolve your complaint efficiently.

Our complaints process

We follow a structured process to ensure all complaints are handled fairly and consistently.

Step 1 – Acknowledgement

We aim to acknowledge all complaints within 5 working days of receipt. At this stage, we will confirm we have received your complaint, request any additional information if needed, and provide an initial point of contact for your case.

Step 2 – Investigation

We will fully investigate your complaint by reviewing all relevant information, including internal records, communication history, and any supporting evidence. We may contact you during this stage if further clarification is required.

Step 3 – Outcome & Response

We aim to provide a full written response within 28 working days where possible. Our response will explain our findings, any action taken or proposed, any resolution offered where applicable, and the reasons for our decision. If we are unable to resolve your complaint within 28 working days, we will keep you updated on progress.

Final response & deadlock

In some cases, we may issue a final response or deadlock letter. This will happen when we have completed our investigation and cannot reach further resolution, or if we are unable to resolve the complaint within 8 weeks (56 days) from the date it was first raised.

A final response or deadlock letter will confirm the outcome of your complaint, that our internal process is complete, and your right to escalate the complaint externally.

Escalation to the Energy Ombudsman

If you are not satisfied with our final response, or if your complaint remains unresolved after 8 weeks, you may be entitled to refer your complaint to an independent dispute resolution body such as the Energy Ombudsman.

You can usually escalate your complaint if 8 weeks have passed since you first raised it, or you have received a deadlock letter. The Ombudsman is an independent service that will review your case and make a decision. If you accept their decision, we are required to comply with the outcome.

Fair treatment & standards

We aim to handle all complaints fairly, consistently, transparently, and in line with applicable energy industry dispute resolution principles. We will never treat a complaint negatively or unfairly as a result of it being raised.

Record keeping

We maintain records of all complaints to help improve our service, identify recurring issues, and ensure fair resolution outcomes.

Contact for complaints

All complaints should be sent to energyhub@flameenergy.co.uk