Our complaints process
Step 1: Raising a complaint
If you are unhappy with our service and would like to make a complaint, you can do so by:
- Follow this link to our online* request form
- IMPORTANT: Select ‘Raising a complaint’ from the ‘I’m getting in touch about…” dropdown
- Provide as much detail as possible so that a member of our team can quickly and thoroughly investigate your complaint
* If you are unable to submit your complaint online, then you can speak to our Member Services Team over the phone or in person at our Birmingham office (note, due to the COVID-19 outbreak our offices are currently closed with our teams working remotely).
Step 2: Investigating a complaint
We will review your complaint and request any additional information we require from you. Throughout the process we will manage our updates to you through either email or over the phone. Equally, you can contact us about your complaint in the same way – and we will keep a record of your complaint and all details that you provide to us.
We will also record any agreement that we reach to resolve your complaint – which could include any of the following:
- we will say sorry for any wrong-doing or mistakes
- we will provide an explanation of why things did not go to plan
- we will take relevant action to fix any issues
- where appropriate we may pay you some financial compensation
If we are unable to resolve your complaint on your first contact with us, we will keep in touch with you regularly so that you know exactly what we are doing to remedy the situation.
Step 3: Resolving a complaint (or further escalation)
We will contact you via phone or email to confirm the resolution of your complaint. We aim to conclude this process within eight weeks of when you first contacted us.
If we have not resolved your complaint within eight weeks, you have the right to escalate your complaint to the Energy Ombudsman and we will send you an email telling you this.
If you are unhappy with the resolution we have provided, you can:
- Request that the complaint be re-opened and ask that the complaint be escalated
- Seek independent / third-party advice or support
If you are unhappy with our proposals to fix the problem and we cannot reach a common agreement, we can issue a ‘Deadlock Letter’. This is a formal, written communication from us, detailing the situation, and what we have suggested to resolve the issue.
If we have provided you with a ‘Deadlock Letter’ or if we have been unable to resolve your complaint to your satisfaction within eight weeks of when you first contacted us, you can refer your complaint to the Energy Ombudsman.
The Energy Ombudsman is an independent service provided free of charge which resolves customer complaints in an impartial manner by working with both you and us.
If you agree with their final resolution, we will do as they say. This could mean we have to apologise, explain what went wrong, provide a practical action to correct the problem, and in some cases, pay you compensation.
You do not have to accept their decision.
How to contact the Energy Ombudsman
You can contact the Energy Ombudsman by calling 0330 440 1624 or visiting their website www.ombudsman-services.org
You can also write to them at:
3300 Daresbury Park,
Warrington WA4 4HS
The Citizens Advice Energy service is the official source of free and independent energy advice and support. They provide confidential and impartial advice on any issues you may have in relation to your energy supply. You can contact them by calling 0808 223 1133 or by visiting their website
Here are some documents relating to complaints and how we deal with them:
- Tonik 2018 Annual Complaints Report
- Tonik 2019 Annual Complaints Report
- Tonik Quarterly Complaints Performance
- Citizens Advice Know Your Rights in a Changing Energy Market
In addition to the documents above, you may find these websites useful when it comes to complaints:
- Energy Ombudsman
- Citizens Advice: Energy Supply
- Citizens Advice: Energy Query Form
- Complaint Handling Regulations