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How do I make an energy related complaint?
Our energy complaints process consists of three steps; an initial acknowledgement, a complaint investigation outcome and a final response letter, where applicable.
How to make a complaint?
Email: enquiries@homegroundonline.com
Post: HomeGround, PO BOX 81918, London WC1A 9WH
Our commitment:
- Acknowledgement
We will acknowledge your complaint within three working days and request any additional information required.
- Complaint investigation outcome
Our management team will investigate your complaint and provide a full written response within Fifteen working days. If more time is needed, we will inform you before the deadline. Our response will:
- Explain our findings.
- Acknowledge and apologise for any identified service failures.
- Outline steps to prevent similar issues.
- Offer redress where appropriate.
- Final response letter
If you remain dissatisfied upon receipt of your complaint investigation outcome, you may continue corresponding with us. We will review any further information you provide.
If we reach a point where a further review will not resolve the matter, we will issue a final response letter, within eight weeks of the date your complaint was logged. Our response will:
- Confirm our internal complaints process is complete.
- Explain our final position.
- Outline your right to refer the matter to the relevant Ombudsman.
Energy - related complaints – Energy Ombudsman Service (EOS)
If you are dissatisfied with our response, you may have the right to refer your complaint to the Energy Ombudsman Service. You can contact them using the following details:
Energy Ombudsman Service
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF
Phone: 0330 440 1624
Website: https://www.ombudsman-services.org/sectors/energy