Making a Complaint
We try our best to provide an excellent service for our customers – but if you have a complaint this is our simple process.
At Go Effortless Energy we always try to give customers the best service, but we don’t always get things right.
Please give us the opportunity to put it right. When you contact us, we will manage your complaint and do all we can to resolve it quickly.
Rest assured that resolving your complaint matters to us.
Step 1: Let us know what’s wrong
Get in touch with our Customer Services Team to give us the opportunity to put it right.
Contact a member of our team on the details below:
Call on 03333 444109 Monday to Friday, 10am to 4pm
Send us an email at firstname.lastname@example.org
Write to us, Effortless Energy Ltd, Chatterley Whitfield Enterprise Centre, Off Biddulph Road, Chatterley Whitfield, Stoke-on-Trent, ST6 8UW
Step 2: What happens next
Many issues can be resolved straight away, but if it’s going to take any longer, your complaint will be passed to one of our directors. We aim to resolve most complaints within 10 working days and we’ll keep you updated on progress throughout.
Step 3: External Advice
Ombudsman Services: Energy
Before considering this option please ensure you have contacted our Customer Services Team, as we always try to solve a problem to your satisfaction. It is important that you escalate your complaint through our complaints process outlined in steps 1 and 2 as you may be referred back to us if you don’t.
If you’ve received our Final Position letter, also known as a ‘deadlock’ letter or we haven’t been able to resolve your complaint within 8 weeks, you have the right to take your complaint to Ombudsman Services: Energy. They are free, totally independent and don’t take sides. Decisions are based on the facts available; they may ask us to take remedial action, apologise, provide an explanation and may require us to award compensation. Energy suppliers are bound by the decisions they make, but customers are not.
If you decide to do this, you must contact the Ombudsman Services: Energy within 12 months of receiving our “final position” letter. You can also contact the Ombudsman Services: Energy if you have not yet received a “final offer” letter from us, but 8 weeks have passed since you first complained.
How to get in contact
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.