Need to make a complaint? - Commercial Energy Solutions Ltd.

At Commercial Energy Solutions Ltd (CES) customer satisfaction is very important to us.

Occasionally, we may not reach customer expectations, but we are keen to address and resolve any issues as well as to learn from them and further improve our service.

In the unlikely event that you wish to raise a complaint, we kindly ask you to follow the below steps in raising your concerns with us:

Step 1

Contact your dedicated Account Manager directly or our customer service team via email, telephone call or letter:

Customer Service team

info@cesgb.com , 0203 174 0731 , Post: 137-139 High Street, Beckenham, Kent, BR3 1AG.

We will respond to you within 24 hours to acknowledge your communication and do our best to resolve your complaint within 5 working days.

Step 2

If your complaint has not been resolved within 5 working days, you may escalate to the Operations Manager via the following:

Operations Manager

Robert@cesgb.com , 0203 750 0852 , Post: 137-139 High Street, Beckenham, Kent, BR3 1AG.

The Operations Manager will review your complaint and respond to you within 5 working days.

Step 3

If you are still not satisfied with the resolution provided by the Operations Manager, you have the right to escalate it to CES management team via the following:

Management@cesgb.com , 0203 174 0731 , Post: 137-139 High Street, Beckenham, Kent, BR3 1AG.

The management team will review your complaint and respond to you within 5 – 10 working days.

If you remain dissatisfied, or if it has been unresolved for more than eight weeks, you may wish to approach the energy ombudsman:

Ombudsman Services is a free service and will act as an impartial arbitrator when reviewing your case.

You can contact Ombudsman Services by:

Post: Ombudsman Services: Energy. P.O Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: osenquiries@os-energy.org