Raise the complaint with the relevant person at Sorola Energy.

Call us on 01709 245 366 (during normal office hours) or email the details to us at complaints@sorolaenergy.co.uk and we will ensure that your complaint is passed to the right person and acknowledged within two business days.

We are committed to resolving the issue to your satisfaction. Should the person you contact be unable to resolve your complaint immediately, they will write to you and advise you of a 28-day timescale for resolution. If we are unable to meet this timescale, we will contact you and advise you of a new date for resolution, providing a reason why this change is required.

We will keep your complaint open for 28 days following our resolution, after which we will formally close the complaint.

If you’re still unhappy with the way in which we have resolved your complaint in step one or have any ideas on how we might improve our service moving forward, you may ask that your complaint is reviewed by a Senior Manager.

You can do this by addressing your complaint to the Senior Leadership Team.

You will receive an acknowledgment from the Senior Manager, within three-working days, the Senior Manager will then reply to your complaint within 28-days.

We will keep your complaint open for 28 days following out resolution after which we will formally close the complaint.

At this stage, if we’re unable to reach a solution you are happy with, we may send you a letter advising of our final position, you can then either accept this or choose to pursue the matter further through other avenues, we will keep your complaint open for 28-days following our final position after which we will formally close your complaint.

Sorola Energy is a member of the Ombudsman Scheme, and we would signpost you to their services. The Ombudsman is a free and independent organisation that works together with the suppliers and consumers to reach a satisfactory resolution to their complaints, if you’re not happy with the way we are dealing with your complaint, the Ombudsman may be able to help with your issue and make an impartial decision on the action required. You can contact the Ombudsman when:

• We send you a letter confirming our final position. You must contact them within six-months of receiving this letter if you’re still unhappy with the way we have dealt with your complaint.

• We have not sent you a final position letter, but it has been at least eight-weeks since your initial complaint has been passed. You much contact them within nine-months or making your initial complaint to us.

To qualify got the Ombudsman’s advice, you must qualify as a microbusiness meaning your business satisfies one of the following requirements:

• An annual gas consumption of no more than 293,000kwh, or a comparable electricity consumption of no more than 100,000kwh

• Fewer than 10 employees (or their full-time equivalent) and, an annual turnover or annual balance sheet no greater than £2 million

Contact

Email: enquiry@ombudsman-services.org (emails are responded to within five working days)

Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday)

Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

Website: www.ombudsman-services.org

Alternatively, you may wish to use the Citizens Advice consumer service. The Citizens Advice consumer service provides free and independent help and advice to small businesses with contract issues to making a complaint, or advice if you’re struggling to afford your bills.

Contact the Citizens Advice consumer service on 03454 04 05 06 or visit www.advice.org.uk