Complaints Procedure
Complaints Procedure
Investigating your complaint
Our team of experienced advisors are available Monday to Friday between 9am to 5:30pm and will work to resolve your complaint. We are committed to resolving the issue to your satisfaction, so please feel free to contact us directly if you wish to discuss your complaint in further detail.
The assigned complaint advisor or a member of our management team if unable to resolve your complaint promptly, they will provide you with timescales. They will also be in contact with you regularly with updates on the progress of your complaint.
Complaints could take up to 4 weeks to be investigated and resolved by us and then a response is issued.
At this stage if we are able to reach a solution and you are happy with it then we will
- Send you a complaint resolution letter via email (if one is available) advising how we have resolved the situation for you.
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Investigating your complaint
Our team of experienced advisors are available Monday to Friday between 9am to 5:30pm and will work to resolve your complaint. We are committed to resolving the issue to your satisfaction, so please feel free to contact us directly if you wish to discuss your complaint in further detail.
The assigned complaint advisor or a member of our management team if unable to resolve your complaint promptly, they will provide you with timescales. They will also be in contact with you regularly with updates on the progress of your complaint.
Complaints could take up to 4 weeks to be investigated and resolved by us and then a response is issued.
At this stage if we are able to reach a solution and you are happy with it then we will
- Send you a complaint resolution letter via email (if one is available) advising how we have resolved the situation for you.
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Not happy with our response?
Complaints department, Lightinglives Consultants Ltd | 30 Uphall Road | London | IG1 2JF
If we are unable to reach a solution then we will
- Send you a final deadlock letter via email (if one is available) advising of our final position on the complaint.
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Not happy with our response?
If we are unable to reach a solution then we will
- Send you a final deadlock letter via email (if one is available) advising of our final position on the complaint.
Additional Independent Advice
Citizens Advice
Providing independent and impartial advice, both over the phone and in person, free of charge. Please visit citizensadvice.org.uk/energy or contact the following number:
Consumer Service – 0808 223 1133
Consumer Service Welsh Speaking – 0808 223 1144
Business Debtline
Business debtline is a charity providing impartial and independent advice free of charge, both over the phone and online, to small businesses.
Please visit businessdebtline.org or call on 0800 197 6026.
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Additional Independent Advice
Citizens Advice
Providing independent and impartial advice, both over the phone and in person, free of charge. Please visit citizensadvice.org.uk/energy or contact the following number:
Business Debtline
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Independent Review
After 8 weeks from the date of the original complaint, or if we have issued a ‘deadlock letter’, and you qualify as a Micro Business, then you can contact the Ombudsman Services for energy. They will provide free impartial advice and resolve disputes where a final agreement cannot be reached between the customer and the energy supplier.
Your business will be identified as a Micro Business if it meets any one of the following conditions:
- Your business uses less than 100,000 kWh of electricity a year: or
- Your business uses less than 293,000 kWh of gas a year or
- Your business has fewer than 10 employees (or their full-time equivalent) and its annual turnover or yearly balance sheet total is not more than €2 million.
enquiry@ombudsman-services.org
Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
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Independent Review
After 8 weeks from the date of the original complaint, or if we have issued a ‘deadlock letter’, and you qualify as a Micro Business, then you can contact the Ombudsman Services for energy. They will provide free impartial advice and resolve disputes where a final agreement cannot be reached between the customer and the energy supplier.
Your business will be identified as a Micro Business if it meets any one of the following conditions:
- Your business uses less than 100,000 kWh of electricity a year: or
- Your business uses less than 293,000 kWh of gas a year or
- Your business has fewer than 10 employees (or their full-time equivalent) and its annual turnover or yearly balance sheet total is not more than €2 million.
enquiry@ombudsman-services.org
Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF