Complaints

Complaints Procedure

The company behind Energy Finders is Ethical Edge Ltd, we’re not just any energy broker. As the name suggests, from our core we’re your ethical partner in navigating the complex world of UK business energy. Our team at Ethical Edge Ltd takes immense pride in offering unparalleled service, ensuring every interaction with us is smooth, transparent, and, most importantly, tailored to meet your unique needs.

Here’s how you can reach out if something’s not quite right

Step 1: Let’s Talk About It

Got a concern or a hiccup with our service? We’re all ears! Reach out in the way that suits you best, and don’t hold back on the details. The more we know, the faster we can sort things out for you. You can:

Ring us up on: 0161 524 8043
Send a quick email to complaints@energyfinders.co.uk
Pop a letter in the post to us at: Richard House, 9 Winckley Square, Preston, England, PR1 3HP.

And, please let us know how you’d prefer we get back to you.

Step 2: Give Us a Moment

Sometimes, things need a tad more attention to get right. If we can’t fix it on the spot, we promise not to take more than 7 working days to delve deep, find out what’s gone amiss, and come back to you with a resolution. We see every bit of feedback as a chance to get better, so believe us when we say your satisfaction is our priority. Whether it’s a heartfelt apology, a detailed explanation, a swift action to make things right, or even a gesture of goodwill, we’re on it.

Step 3: Not Quite Sorted?

If you feel we’ve missed the mark in our response, or if you’re not content with how we’ve handled your complaint, please let us know. We’ll take another look into your case with fresh eyes, conducting an internal review within 3 working days. We’re committed to ensuring you feel heard and respected throughout this process. There might be instances where we’re bound by our agreements with energy suppliers, limiting the resolutions we can offer, but we’ll always be transparent about your options and next steps.

Step 4: Here’s Hoping We Don’t Get Here

We’re aiming for resolution long before this step. But should you find yourself still feeling unresolved or if we’ve reached a deadlock, remember, as a micro-business, you have the Energy Ombudsman on your side. This free and impartial service is here to help you, no strings attached. You can:

Give them a call on: 0330 440 1624
Send them an email at: enquiry@ombudsman-services.org
Write to them at: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

Remember, we’re here to make your energy journey as smooth and ethical as possible. So, let’s work together to keep things moving in the right direction.