Complaints Handling Process

Our aim is to give our clients the right tools and knowhow, and then everyone no matter how big or small, will have the opportunity to make better business decisions.

However, despite working really hard and with the best of intentions, we recognise that sometimes things can go wrong.

We take all complaints very seriously and aim to resolve them promptly.

If there is anything that we have done that disappoints you or you have a more serious complaint, we ask that you let us know as soon as possible as this will give us the earliest opportunity to make things right.

On receipt of your complaint (whether by telephone, letter or email) our Client Experience Department will immediately review the information you provide and report the details to our Managing Director, James.  We will then allocate your complaint to the most appropriate member of staff to resolve it for you.

We will:

• Acknowledge your complaint promptly, we aim to respond to a written complaint within 1 working day
• Advise you clearly who is investigating your complaint and provide you with a contact address and telephone number
• Ensure our complaint log includes
  • Your name and position
  • The supply or contract in question (including the MPAN/MPR)
  • The site address
  • The full complaint details
  • The resolution you have requested
• Carry out a thorough investigation into the matters you have raised and instigate action if required
• We aim to provide a full response or update within 7 days
• Carry out any actions agreed

Contact Details:

Indigo Swan Ltd, 2 Millennium plain, Norwich, NR2 1TF

Tel:  01603 724894

Email: Complaints@indigoswan.co.uk

If you are not completely satisfied with the outcome of your complaint, or if it is unresolved for more than 8 weeks. Then you can contact the Energy Ombudsman for free and impartial review.

Details of which can be found at: https://www.ombudsman-services.org/sectors/energy