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01603 625522|hello@indigoswan.co.uk|

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Website Logo

01603 625522|hello@indigoswan.co.uk|

  • Home
  • Services
    • View all services
    • Bureau Services
    • Bill Check
    • Energy Purchasing
    • MOP Reviews
    • Capacity Review
    • Historical Bill Checking
    • Insights
    • OJEU
    • Price Projector
    • Water
    • Flexible Energy Procurement
    • Free Energy Health Check
    • Outsourced Energy Manager
    • SECR
    • Targeted Charging Review (TCR)
    • ESOS
  • Industries
    • Manufacturing
    • Education
    • Property Management
  • Client Stories
  • Knowhow
  • About
    • About Us
    • FAQs
    • Energy Jargon Buster
    • Podcast – ‘What’s Going Swan’
    • Swan TV
    • Electricity Smart Meters
    • Chamber Energy
    • Norwich BID
    • Schools Plus Partnership
    • Pathfinder
    • Careers at Indigo Swan
    • Our Chosen Charity
  • Blog
  • Contact
  • COVID-19
    • Advice about energy contracts
    • COVID-19 Energy Advice
    • Impact on the energy market
    • Our Company Culture

    Complaints Handling Process

    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.

    Upon Receiving a Complaint We Will

    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.

    Contact Details

    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: –

    https://www.ombudsman-services.org/energy.html

    Our Feedback

    "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

    Our Clients

    Ashtons Legal - Client Story
    UPP - Client Story
    YMCA - Client Story
    Mattressman - Client Story
    Broadland Business Park - Client Story
    Norwich School - Client Story
    Rogers Norton - Client Story
    Saxon Air - Client Story
    Complaints Handling Process

    IndigoSwan

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    Services

    • Energy Purchasing
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    • MOP Reviews
    • Bill Check
    • Historical Bill Checking
    • Insights
    • Price Projector
    • OJEU
    • Water
    • Pathfinder User Guide
    IndigoSwan Code of Practice

    We have signed up to a TPI code of practice.

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    Gold Award - Investors in PeopleWe are a living wage employer

    Please note that calls may be monitored or recorded for quality checks and/or staff training purposes
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