Complaints

Making a complaint

 

How to complain

We are really sorry you’re not happy. We want to fix things for you quickly and will aim to get back in touch with you within five working days. At any point you can contact Citizens Advice to gain impartial advice.

If we haven't managed to solve your query in the first instance and you would like to make a complaint here are all the details which show you how to do this

How to make a complaint

Call us on tel: 0113 733 2700

Email us on complaints@omni-energy.co.uk

Write to us: Omni Energy Ltd, Regents Court, 39A Harrogate Road, Leeds, LS7 3PD,/p>

Please reference your account number and details of your complaint and we will do our best to reach a resolution you are happy with.

Omni’s complaint process

Throughout the complaint process we will be in touch with you if we require any further information or to simply provide an update. If at any stage you want to contact us to enquire about the status of your complaint, please do on any of the above contact details.

Staying in touch

We will look at all the details of your complaint and review where we may have fallen down operationally and or on service. As soon as we have a full understanding of your complaint we will be in touch with you as soon as we can and provide a resolution.

Escalation

If after our initial review and resolution you are not happy, you can escalate this to a Manager who will review your case and inform you of our final decision on the complaint.

Next steps

If you are then unhappy with our final decision or your complaint hasn’t been resolved within eight weeks you are able to seek independent advice.

How to seek free independent advice

You can contact Citizens Advice if you need help with an energy problem – for example with your bills or meters, or if you’re struggling to pay for the energy you use. They’re the official source of free and independent energy advice and support. Go to: citizensadvice.org.uk/energy or call their consumer service on tel: 0808 223 1133 Mon to Fri, 9am-5pm.

You can contact The Energy Ombudsman for free advice if you are not happy with how we have offered to resolve your complaint we'll issue what’s called a ‘deadlock letter’, outlining everything that's happened during your complaint, and you can give this to the Ombudsman Or if we haven’t resolved your complaint within eight weeks. We will notify you at this stage. Contact details are: Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF. Phone: 0330 440 1624 and Email: enquiry@ombudsman-services.org