How to make a complaint
You can complain by phone, email or post.
Phone
0141 536 0279 (Monday to Friday, 09:00 to 17:00)
admin@power-flow.co.uk (please put "Complaint" in the subject line)
Post
Complaints, Power Flow, G/2, 43 Hoddam Avenue, Glasgow, Scotland, G45 0EY
Please tell us:
- your name, business name and contact details
- the address of the premises involved
- what went wrong and when
- what you'd like us to do to put it right
- copies of any useful documents, such as bills or emails
What happens next
- We acknowledge your complaint. We'll confirm we've received it within 2 working days. Your complaint will be handled by our Complaints Manager.
- We look into it. We'll review your account, our records and any contact with the supplier. If we need more information, we'll ask.
- We respond. We aim to give you a full response within 10 working days. If it's going to take longer, we'll tell you why and keep you updated.
- We aim to resolve it within 8 weeks. If your complaint is still not resolved 8 weeks after you first made it, you can take it to the Energy Ombudsman.
- Deadlock letter. If we can't agree a solution before then, we'll send you a "deadlock letter". This is our final response. It explains your right to go to the Energy Ombudsman. You don't have to wait 8 weeks if you've received one.
Taking your complaint to the Energy Ombudsman
Power Flow is a member of the Energy Ombudsman, an independent dispute resolution scheme. Energy brokers like us are now covered by it.
Our membership number: C35POWE28
You can contact the Energy Ombudsman if:
- 8 weeks have passed since you first complained to us and it isn't resolved, or
- we've sent you a deadlock letter.
It's free to use. The Ombudsman can look at your complaint and decide what we should do to put things right. It deals with complaints from microbusiness and small business customers, and its own eligibility rules apply.
If we send you a deadlock letter, you must take your complaint to the Energy Ombudsman within 12 months of receiving it. If you're escalating after 8 weeks without a deadlock letter, please don't delay.
Energy Ombudsman contact details
- Website: www.energyombudsman.org
- Phone: 0330 440 1624 (Monday to Friday, 8am to 6pm)
- Email: enquiry@energyombudsman.org
- Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
If your complaint is about your supplier
If your complaint is about something your supplier did, such as billing or meter readings, you'll usually need to complain to the supplier directly. We're happy to help you do that. Suppliers have their own complaints procedures, and you can also go to the Energy Ombudsman if they don't resolve it.