Our aim is to give our clients the right tools and know how so they 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, email or fax) our Client Services Department will immediately review the information you provide and report the details to our Managing Director, Emily. We will then allocate your complaint to the most appropriate member of staff to resolve it for you.
1. Acknowledge your complaint promptly – we will respond to a written complaint within 1 working day.
2. Advise you clearly who is investigating your complaint and provide you with a contact address and telephone number.
3. 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
4. Carry out a thorough investigation into the matters you have raised and instigate action if required.
5. We will provide a full response or update within 7 working days.
6. Carry out any agreed actions.
Indigo Swan Ltd
First Floor
2 Millennium Plain
Norwich
NR2 1TF
Tel: 0333 320 0475
If you are not completely satisfied with the outcome you can contact the Energy Ombudsman.
Details of which can be found at: –
"Indigo Swan were professional but with a personable approach. Their market knowledge allowed me to enter new contracts with confidence, this was something I was unable to do with my previous broker."
Joanna Thornton, Estate Manager
"The experience behind the Indigo Swan team, their passion and integrity were all important to us. They clearly understood the market and could provide the best advice. "
Phil Riseborough, Head of Facilities
"We’ve worked with other energy consultants, but with Indigo Swan we get real integrity and service that is way beyond our expectations. We have already saved over £120k."
Jason Wakefield, Procurement Manager
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