Complaints
HCP Energy Solutions Limited is committed to delivering a high standard of service to all our customers. While we strive to meet your expectations at all times, we understand that there may be occasions when things do not go as planned.
If this happens, we want to hear from you. Your feedback gives us the opportunity to address any issues, put things right, and improve our services.
This procedure explains how you can make a complaint and outlines the steps we will take to investigate and resolve it fairly and promptly.
1. Contact Your Account Manager
In the first instance, please raise your concern with your dedicated Account Manager. They will listen to your concerns, investigate the issue, and work with you to reach a resolution as quickly as possible.
Most concerns can be resolved at this stage and are typically addressed within five working days. If the issue cannot be resolved to your satisfaction, you may escalate your complaint in accordance with the next stage of this procedure.
2. Escalate to Our Complaints Team
If your Account Manager is unable to resolve the issue to your satisfaction, or if you would prefer your complaint to be handled independently, you may contact our Complaints Team directly.
Upon receiving your complaint, we will acknowledge it within two working days. We will then investigate the matter thoroughly and aim to provide a full response within 10 working days.
Throughout the process, we will keep you informed of our progress and let you know if we require any additional information to help us reach a resolution.
3. Contact the Energy Ombudsman
If we have not resolved your complaint within eight weeks, or if you have received our final response (sometimes referred to as a "deadlock letter") and remain dissatisfied with the outcome, you have the right to refer your complaint to the Energy Ombudsman.
The Energy Ombudsman provides a free, independent, and impartial service for resolving disputes between energy consumers and suppliers. They will review the details of your complaint, carry out an independent investigation where appropriate, and may make a binding decision to help bring the matter to a fair resolution.
Further information on how to refer your complaint to the Energy Ombudsman can be found on their website or by contacting them directly.
Additional Information
When making a complaint, please provide as much information as possible, including your account reference, MPAN and/or MPRN numbers, a clear description of the issue, and the outcome you would like to achieve. Providing these details at the outset will help us investigate your complaint efficiently and respond as quickly as possible.
We will keep you informed throughout the process and provide updates at each stage of our investigation. Once we have reached a decision, we will explain our findings clearly and outline the reasons for our response. If you are not satisfied with how your complaint is being handled, you may escalate it to the next stage of this procedure.
This Complaints Procedure is published in accordance with our obligations as a Third-Party Intermediary (TPI) and reflects the consumer protection standards set out by Ofgem.