Wholesale Energy Ltd is committed to ensuring customers are treated in a fair, honest, transparent, and professional way, always. This is something we expect from every employee and from the companies we work with.
We realise that, at times, things can go unfortunately go wrong, and we have a structured complaints procedure to allow us to put things right quickly. This also helps us to improve our service in the future.
In the event you feel you need to make a complaint we will endeavour to work with you and/or your supplier to put things right quickly. We also handle complaints on behalf of some of our strategic partners.
Below is our complaints procedure, which will help you understand what you can expect from us.
Step one
Please send an email to complaints@wholesaleenergy.co.uk with as much detail as possible in relation to your complaint, including the outcome you are seeking. Please let us know your preferred method of future contact and provide us with your contact details.
Step two
A member of our complaints team will then review your case, as well as any available evidence. We aim to respond to you within ten working days, including our proposed resolution. Please note that we may need to liaise with energy suppliers and independent brokerages to address your concerns, so more complex complaints may take longer to investigate.
Step three
Our complaints team will generally be able to resolve your complaint; however, if you are unhappy with the proposed resolution, you can then escalate your case to our Compliance Manager by emailing complaints@wholesaleenergy.co.uk and including FAO Compliance Manager in the subject field.
Alternatively, you can write to us:
For the Attention of The Compliance Manager, Wholesale Energy Ltd
Ground Floor, Links Point, Amy Johnson Way, Blackpool,FY4 2FF
Step four – Free, independent and impartial advice
Although we aim to agree a mutually acceptable resolution with you before we reach this stage, you may get additional support to help evaluate your complaint from the Broker Ombudsman.
The Broker Ombudsman is there to help if you are a microbusiness customer. It is free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available.
You can take your complaint to the Broker Ombudsman if it is not resolved within eight weeks since you first raised it with us or you have received a ‘deadlock’ letter from us (whichever is first).
If you agree with their decision, we will be required to implement their final decision. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision.
* A non-domestic consumer is defined as a micro business, and qualifies to receive OSE services, if they meet one of the following criteria:
- employs fewer than 10 employees (or their full-time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
- uses no more than 100,000 kWh of electricity per year; or
- uses no more than 293,000 kWh of gas per year.
Phone: 0330 440 1624
Fax: 0330 440 1625
Email: enquiry@ombudsman-services.org
Website: ombudsman-services.org/sectors/energy-brokers
Address: Ombudsman Services: Broker, PO Box 966, Warrington, WA4 9DF
