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Complaints Policy
Email: complaints@mesoenergy.co.uk

1. Introduction

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MESO Energy values our customers and strives to provide exceptional products and services. We understand that occasionally issues may arise, and we have a dedicated process to manage and resolve complaints effectively.

This policy outlines our commitment to:

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  • Handling complaints fairly, promptly, and consistently.

  • Thorough investigation of all complaints.

  • Providing timely and appropriate resolutions.

  • Using feedback to improve our services.

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2. How to Make a Complaint

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You can submit a complaint in the following ways:

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Please provide the following details:

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  • Your name and contact information

  • Account number (if applicable)

  • Clear description of the complaint

  • What you would like us to do to resolve the issue

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3. Complaint Handling Process

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  • Acknowledgement: We will acknowledge receipt of your complaint within 2 working days.

  • Investigation: We will thoroughly investigate your complaint and gather necessary information. This may involve contacting other departments or personnel within MESO Energy.

  • Response: Within 20 working days, we will provide a written response with:

    • Our findings from the investigation

    • A proposed resolution or explanation if a resolution is not appropriate

  • Escalation: If you are unhappy with the proposed resolution or our handling of the complaint, you can escalate the issue. Please inform us via email or in writing to the address provided, clearly stating your reasons for dissatisfaction. A senior member of our team will review your complaint.

  • Final Response: Within 20 working days of receiving your escalation request, we will issue our final response.

  • If You Are Not Satisfied: You can send your complaint to the Energy Ombudsman 

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Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached
Energy Ombudsman is impartial and free to use
Energy Ombudsman can be contacted in the following way:

Name: Energy Ombudsman
Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
 

Post: 
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF

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4. Timeframes

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We aim to resolve complaints as quickly as possible. Our goal is to acknowledge your complaint within 2 working days and provide a resolution within 20 working days. If the investigation is complex and requires more time, we will keep you informed of progress within the initial 20-working-day period.

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5. Record Keeping

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MESO Energy maintains records of all complaints, including:

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  • Details of the complaint

  • Steps taken during the investigation

  • Outcomes and resolutions

  • Any escalation actions

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This information helps us identify trends and improve our services.

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6. Confidentiality

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All information related to your complaint will be handled with sensitivity and in accordance with data protection regulations.

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7. Policy Review

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MESO Energy will review this Complaints Handling Policy periodically to ensure that it remains effective and aligns with best practices.

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Contact Us

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If you have any questions about this policy or our complaints handling process, please contact us:

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