Complaints procedure 

If you have had an issue or have not been happy with our service, then we want to do everything in our power to help solve this. To allow us to reach the right solution for everyone, we need a little help from you so that we can put things right and ensure it doesn’t happen again.

Your voice is very important to us. We pride ourselves on giving all our customers exceptional customer service that exceeds all expectations. If this has not been the case then we would like to be informed. As a company we are continuously looking for ways to improve our service and this is achieved by implementing what we have learnt from the mistakes made and feedback given from valued customers.

We will fully investigate any issues and aim to rectify any found in a timely and effective manner.

If you are unsatisfied with our service then please follow our complaints procedure.

How we handle your complaint.

Once we have received your complaint, we’ll make sure we understand your concerns and work to resolve these as quickly as possible. Your first step is to get in touch with us by email on customer.services@onestopcomparisonshop.com and provide us with all the details of your issue. In most cases we will more than likely be able to provide a suitable resolve there and then and this will be our aim. If we are unable to provide a suitable resolve or it requires further investigation, or you feel dissatisfied with how our Customer Service Team have dealt with your query, you can raise your issue to our Complaints Team to start an official complaint.

Please be aware that our Complaints Team can only assist with matters that our Customer Service Team have dealt with first.

The easiest way to contact us to raise a complaint is by:

• Emailing: customer.services@onestopcomparisonshop.com 
• Writing to: Complaints Officer, One Stop Comparison Shop Limited, 5 Brayford Square, London, E1 0SG

Your complaint will be allocated to a dedicated complaints agent who will thoroughly investigate the issue and work towards a resolution with you.

Investigation Process

Our goal is to conclude our investigation and provide a final response within four weeks. If we cannot meet this timeline, we will keep you informed of our progress and outline our next steps. Should we be unable to resolve the complaint within eight weeks, we will inform you of our stance and advise you of your right to escalate the complaint to the Ombudsman Service.

Resolution within Four Weeks

Should we resolve your complaint within four weeks, we will reach out to discuss the results of our investigation and our proposed resolution. If you accept our resolution, we will confirm it in writing.

Beyond Four Weeks

If the complaint remains unresolved after four weeks, we will send you an email, summarizing the main points to verify our understanding of your concerns. At this point, we may request additional information or documentation. Additionally, you will receive a copy of our complaints procedure and the details of the investigator handling your case.

Closing your complaint

We will consider your complaint closed if we’ve sent you a final response in writing or where you have accepted one of our earlier responses in writing. We aim to resolve any concerns internally but if you are unhappy with our final response, you may have the right to refer your case to the Ombudsman Service.

More information about the service can be found at
Ombudsman Services (ombudsman-services.org)

You can also call 0330 440 1624 or email enquiry@ombudsman-services.org

The Ombudsman Service also provide an online complaint form available at
https://www.ombudsman-services.org/complain-now

Further help

The Citizens Advice consumer helpline can give you advice about making a complaint to the energy ombudsman.