Flame Energy Complaints Handling Procedure

At Flame Energy we take complaints very seriously and are always looking to improve our service.    We are sorry you are not happy with our service. Please let us know what we can do to get this resolved for you.

Here is what you can expect from us while we work on resolving your complaint:

  • We will take full ownership of your complaint from start to finish, including giving you the name of the person who will manage your complaint
  • We will investigate what has gone wrong and get this fixed as soon as possible
  • We will keep you updated with our progress towards resolving your complaint
  • We will provide a full resolution to your complaint. This could include an explanation, gesture of goodwill or compensation
  • We will aim to provide a full resolution to your complaint within 28 working days of the date we first received your complaint.

If you are not happy with the resolution offered, we can issue a deadlock letter so the Energy Ombudsman can investigate your case.  You can also refer the complaint to the Ombudsman yourself if your complaint is over 56 days old and you have not yet received a resolution from us.

The Ombudsman is a free and impartial service that will look at the case from both sides and decide the best resolution to the complaint. Their decision is final. You can contact the Ombudsman via the contact details below:

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

If you choose to escalate your complaint to the Ombudsman, any resolution we have offered will be withdrawn. This enables the Ombudsman to consider your case from a neutral position and avoids confusion. They may decide on a different award which may be more or less than our original offer, or they may ask us to reinstate our offer.

There may be times where we cannot progress your complaint.  If this is the case, we will let you know why.

Please complete the complaints form below to raise a complaint with us. We aim to respond to you within five working days. You can also contact us direct on 01156485655 or email us at Admin@flameuk.co.uk.

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