Complaint Process Policy

20th August 2022


We are committed to providing exceptional client service and set clear standards for customer care. As a business we undertake to comply with all legislation and applicable standards, relevant to our business and services.


Our Board of Directors is responsible for reviewing and approving this policy and ensuring its implementation. Our managers are required to check that their direct reports understand this policy and implement its requirements.


Our policy excludes and is without prejudice to the following:

Complaints from employees, who should utilise their rights under the company’s discipline and grievance policies and general rights as determined by the legal system.

Complaints relating to contractual disputes where complainants should use their rights under their agreed contract and the legal system.

Many of the services we provide involve recommending utility suppliers. Where the service failings are due to your utility supplier (or any other third party) we will provide assistance as appropriate to help you resolve but cannot be held responsible for the acts or omissions of suppliers.

Complaint Policy

We view complaints seriously and will endeavour to resolve and learn from all complaints fairly, pragmatically, and appropriately for the person or organisation concerned in accordance with the Complaint procedure.

We will endeavour to resolve your complaint to your satisfaction; however, we recognise that this will not always be possible, and we reserve all our rights.

If we cannot resolve your complaint, we will confirm the options open to you as per our complaint’s procedure.

All complaint information is managed in accordance with the General Data Protection Regulation.

Complaints Procedure

Complaint is received in the mailbox or raised directly to a member of staff where it is clearly identified as a matter of complaint and all details included the date of the compliant will be logged. You can also do this by phone by calling our Head Office on 0333 023 2222.

The Complaint Owner will contact you and acknowledge within five business days and seek a resolution target within four weeks. If the complaint is not resolved there will be an escalation to the Senior Management team.

If the Senior Management team cannot resolve the complaint after 6 weeks, we will either escalate your complaint to an Executive Director, refer you to your legal advisor, or, if you are a micro-business, the Ombudsman Service which is a free and impartial service.

Ignite Complaint Process flow diagram
Date 20th August 2022
Next Review Date Annually or at point of incident
Approved and Authorised
Name Ben Higgins
Position Director
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