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Complaints Procedure

Our single operational objective is to give our customers the best experience possible and we strive to continuously improve our offering and services, so we treat all complaints seriously and respectfully. If you as one of our customers wish to complain, contacting us should be your first port of call. If you are unsatisfied with the outcome, you can follow our formal complaints procedure outlined below. Lodging a complaint is free and impartial and you will be given a reference number to keep track of the complaint. 

 

Step 1 –

Please get in touch with us at the earliest opportunity by logging your complaint via:​

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Step 2 –
Your enquiry will be handled by an appropriate senior director in the team who will get in touch to discuss the complaint. We will aim to respond to your enquiry within 10 working days, with a resolution as soon as possible.

 

Step 3 –
If you are unhappy with the resolution, you may wish to lodge an appeal. Please raise this with the appropriate senior director within 28 calendar days of receiving a response from them. Include the grounds of your appeal. The appeal will then be considered by a Director of the organisation for the final internal review.

 

Step 4 –
Should you remain unhappy with the outcome or if your complaint is not resolved directly by Civitas within eight weeks; you can lodge a complaint with Ombudsman Services directly who will review this in due course. An independent review can be requested from Ombudsman Services if:

  • You are registered in Great Britain.

  • You are classed as a microbusiness as per Ofgem’s definition.

  • The dispute has been outstanding for over 8 weeks, or you have received a deadlock letter from us.

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Complaints may be resolved through formal apology, making a good will gesture or providing compensation.

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Ombudsman Services will host an Alternative Dispute Resolution upon receipt of any complaint and will liaise with the relevant parties through the process. This is an impartial and free service and Ombudsman Services can be contacted via the below methods of communication.

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Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
E-mail: enquiry@ombudsman-services.org

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