Last Updated: 23 May 2026

1. Our Commitment

At EnergyBuds, we are committed to providing excellent service to all our clients.

If something goes wrong or you are unhappy with our service, we want to know about it so we can put things right and improve our service.

This Complaints Procedure explains how to make a complaint and what you can expect from us.

2. How to Make a Complaint

You can make a complaint by:

When making a complaint, please provide:

• Your name and contact details
• Details of your complaint
• What you would like us to do to resolve the issue
• Copies of any relevant documentation
• Reference to any previous correspondence

You can ask someone else to complain on your behalf (e.g., a friend, family member, or advisor). We may ask for your written consent before dealing with them.

3. Our Complaints Process

Stage 1: Acknowledgement

• We will acknowledge your complaint within 3 working days
• We will provide you with a reference number
• We will confirm who is handling your complaint

Stage 2: Investigation

• We will investigate your complaint thoroughly and impartially
• We may contact you for additional information
• We will review all relevant documentation and records
• We will consider your desired resolution

Stage 3: Response

We aim to provide our final response within 8 weeks of receiving your complaint.

Our response will:

1. Explain our findings
2. State whether we uphold your complaint (fully or partially)
3. Outline any action we will take
4. Explain any redress or compensation we will provide (if applicable)
5. Inform you of your right to escalate to Ombudsman Services: Energy

If we need more time to investigate (in complex cases), we will explain why we need more time, give you a revised response date, and keep you updated on progress.

4. What If You're Not Satisfied?

If you are not satisfied with our response, or if we have not responded within 8 weeks, you have the right to refer your complaint to Ombudsman Services: Energy.

Ombudsman Services: Energy is an independent dispute resolution service approved by regulatory authorities.

The Ombudsman Service is free to use and independent of EnergyBuds.

You must usually contact us first before escalating to the Ombudsman.

5. Timescales

Our target timescales are:

Stage	Action	Timescale
1	Acknowledge complaint	3 working days
2	Provide initial update	5 working days
3	Issue final response	8 weeks maximum
4	Ombudsman referral available	After 8 weeks or final response

6. Types of Complaints We Handle

We handle complaints about:

• Quality of service provided
• Advice or recommendations given
• Communication and responsiveness
• Errors or mistakes in processing
• Staff conduct or professionalism
• Commission disclosure
• Data protection and privacy concerns
• Any other aspect of our service

Please note:

• Complaints about your energy supplier should be directed to them in the first instance
• We cannot overturn supplier decisions (e.g., credit checks, contract rejections)
• Disputes about supplier billing or service should be raised with the supplier

7. What You Can Expect From Us

When handling your complaint, we will:

• Treat you fairly, courteously, and with respect
• Take your complaint seriously
• Investigate thoroughly and impartially
• Keep you informed of progress
• Respond in plain language
• Learn from complaints to improve our service
• Maintain confidentiality

8. Contact Information

For complaints or questions about this procedure:

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