Complaints Policy
We are committed to resolving concerns fairly, transparently and as quickly as possible.
1. How to complain
Email hello@energybubble.co.uk, call 0121 828 4788 or write to Complaints, ENERGYbubble Limited, Foundry, 6 Brindley Place, Birmingham, B1 2JB.
2. What to include
Please provide your name, business, contact details, a clear description of the issue, relevant dates and the outcome you are seeking.
3. Acknowledgement
We will acknowledge your complaint promptly, normally within five working days, and tell you who is responsible for reviewing it.
4. Investigation
We will investigate impartially, review relevant records and may contact you for additional information. We aim to provide a substantive response within eight weeks.
5. Resolution
Our response will explain our findings, any action or remedy offered and available escalation routes. If more time is needed, we will explain why and provide an updated timescale.
6. Escalation and records
If you remain dissatisfied, ask for an internal review. Where an external ombudsman or regulator has jurisdiction, our final response will explain how to contact it. Complaint records are retained securely for monitoring and compliance.