Energy Supply - Installation or engineer visit problem
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If anything goes wrong with an installation, you should expect your energy supplier to put things right free of charge. If it is unwilling to do so, you should use Resolver to contact them to raise your case.
If your complaint is still not resolved after eight weeks (if your supplier still can't or won't help) you can escalate your case to Ombudsman Services.You should know
- If you want to change any personal details, contact your supplier via Resolver and inform them of the change as soon as possible.
- Energy companies should get back to you within two working days of receiving your complaint.
- Be clear and focused when you raise an issue. Explain clearly what happened and what you want to achieve.
- All energy companies have to meet high standards of service set by industry regulator Ofgem.
- If you are unhappy with any outcome you have the right to take your case to the Energy Ombudsman (Ombudsman Services) for independent assessment. Resolver will remind you when you can escalate your case.
Once you have submitted your information to the energy company, they should acknowledge your case within two working days. Ensure you keep a copy of all communications. Resolver automatically does this for you.
What if you cannot resolve the issue?
After eight weeks you can send the case to Ombudsman Services but if the energy company sends you a 'deadlock letter' - then you can send your case file to the Ombudsman immediately. The Ombudsman Service will independently investigate your case, and resolver will remind you when you can send your case over to the Energy Ombudsman.
You can still take your energy company to court if you do not agree with the outcome but we suggest you only use this as a last resort.
If you need to submit your issue you can use Resolver for free
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