How to Make a Complaint

At OSSO Energy, we aim to give you an outstanding customer service 100% of the time. If
something goes wrong, we’ll do our absolute best to make it right.

Our approach to handling complaints

• We work hard to resolve any issues as quickly as possible
• We’ll try to resolve any complaints if possible within 5 working days and, if we need
  more time, we’ll update you
• We’ll always provide you with an explanation and apology wherever we have caused
  the problem
• You will always have a named contact throughout the complaints process

Let us know there’s a problem

• Call us on 0333 335 0452 between 9:30am – 5:00pm Monday to Friday
• Email:  help@ossoenergy.com
• Write to: OSSO Energy Customer services, Floor 8, 17 Bevis Marks, London, EC3A 7LN
• Fill in our complaints form: Customer Complaints Form

Step 1
Once we receive your complaint, your account manager will try to resolve the matter with
you immediately.
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Step 2
If the dispute can’t be resolved straight away, we’ll escalate the issue to senior management
and try to resolve your complaint within the next 28 days. Depending on the nature of the
discrepancy, we may need more time. We will keep you updated throughout the process
until the complaint is resolved to a satisfactory level for you as a customer.

How we resolve a complaint
The Customer Care team will provide you with a resolution to your complaint.

• If you accept the resolution, we will mark the complaint as resolved.
• If you reject the resolution, the complaint will be escalated.

Step 3
Once escalated, your complaint will be passed to the Complaints team who will impartially
reassess the dispute and the resolution you have been offered.
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The person reviewing your complaint will then decide whether they feel it has been dealt
with fairly and in line with our internal complaints procedures and regulations. If they feel it
has not, they will propose a new resolution to the Customer Care team dealing with your
complaint.
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The Complaints team will advise you on whether the outcome has been disputed or upheld.
You will then need to decide whether to accept or decline the new resolution.
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The resolution could take the form of

• An apology
• An explanation as to what's happened
• Actions taken to resolve the issue
• Compensation awarded

• If you accept the decision, your complaint will close.
• If you reject the decision, your complaint will go to the next stage of the process.

Complaint deadlock and Energy Ombudsman
If your complaint is less than 8 weeks old and we have done everything we can to try and
resolve it, we will deadlock your complaint. A letter will be sent advising you of the deadlock
and you can then take your complaint to the Energy Ombudsman.
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If your complaint is more than 8 weeks old and we have not agreed a resolution, you will
automatically receive a letter advising you that you are within your rights to contact the
Energy Ombudsman. The Energy Ombudsman will liaise with us directly to resolve the issue,
working with both parties.
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The Energy Ombudsman is an independent body, approved by Ofgem, and its services are
free of charge. They do not take sides, and make their decision based on the information
available to them. While you don’t have to accept the outcome of its investigation, OSSO
Energy will act on their final decision. This might result in us saying sorry or paying you
compensation.
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You can contact the Energy Ombudsman direct and they will investigate your complaint, but
this means that we cannot further assist you.
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If you decide not to contact the Energy Ombudsman independently, we can still try and help
you resolve the complaint via our Customer Care team.


CONTACT DETAILS FOR THE ENERGY OMBUDSMAN
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Website: www.energyombudsman.org
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
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Citizens Advice
You can get help with energy problems. This includes issues with your bills or meters, or if
you’re struggling to pay for your energy.
If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens
Advice consumer service on 0808 223 1133. Calls are free.
If you live in Scotland, go to cas.org.uk, or contact your Local Citizens Advice office. If you
live in Scotland, you can also contact Advice Direct Scotland on 0808 196 8660 or
visit energyadvice.scot. Calls are free.If you need specialist support to resolve your energy problem, Citizens Advice and Advice
Direct Scotland can refer you directly to the Extra Help Unit Service.
 
Citizens Advice, Citizens Advice Scotland and Advice Direct Scotland currently only provide
advice and support to microbusiness consumers. Check if your business is a
microbusiness here.