COMPLAINTS PROCEDURE
Metric Energy Limited – Complaints Procedure
We are committed to providing a transparent, fair and professional service. If something goes wrong, we want to know so we can put it right quickly.
1. How to Make a Complaint
You can make a complaint to us in any of the following ways:
Please include your name, business name, contact details and a brief description of the issue.
2. What Happens Next
Stage 1 — Acknowledgement
We will acknowledge your complaint within 5 working days.
Stage 2 — Investigation
A member of our team will review your complaint, investigate the issue and gather any relevant information.
Stage 3 — Response
We will provide a full response within 10 working days of acknowledging your complaint. If we need more time, we will explain why and give you a revised timeframe.
3. If You’re Not Satisfied
You are protected — we are registered with the Energy Ombudsman’s ADR scheme. If you are unhappy with our final response, or if 8 weeks have passed and the complaint is still unresolved or if a deadlock has been reached, you can escalate the matter to the Energy Ombudsman.
The Energy Ombudsman is impartial and free to use.
Energy Ombudsman Contact Details
P.O. Box 966
Warrington
WA4 9DF
The Ombudsman’s decision is binding on us but not on you.
4. Record Keeping
We keep a record of all complaints for a minimum of 12 months and use this information to improve our service.
5. Accessibility
If you need this procedure in a different format or require additional support, please let us know by contacting us at info@metricenergy.co.uk or calling 07944 893262.
Want to speak to someone?
We are happy to discuss your concerns directly and resolve things as quickly as possible.