Complaints & Compliance Policy HENOC LTD

We will listen to your complaint and aim to settle the dispute within 5 working days. Naturally, depending on the circumstances on occasion may take longer.

 

Telephone - 020 8050 0158

E-mail - complaints@henoc.co.uk or compliance@henoc.co.uk

Post - 27 Old Gloucester Street, Camden, London, WC1N 3AX

 

Stage 1

 

As soon as you become aware of something that you feel went wrong, please notify us at the earliest opportunity, by any of the means above. We will endeavour to resolve your complaint. 

 

Stage 2

 

If after our initial discussion, you remain dissatisfied with the proposed resolution, you can escalate your concerns to a Director. 

 

Stage 3

 

If you are a micro business and your complaint relates to the energy services we offer, you may be entitled to escalate the complaint to the Energy Ombudsman Services. You may use their services, if eligible, if we are unable to resolve your initial complaint and 8 weeks have passed since the original complaint or you are unhappy with our final response to your complaint, sometimes referred to as a 'deadlock letter.' Their services are free for you to use, and you may contact them HERE, and or by phone, email, and post. 

 

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

           P.O. Box 966

           Warrington, WA4 9DF