Making a complaint

We try our best to provide an excellent service for our customers – but if you have a complaint we want to know about it. We’re here to help.

At Symbio Energy, we are committed to providing you with fair value and better service in a clear and simple way. We know that sometimes we get things wrong, so we’ve put together the below to show what you can expect if you wish to complain.

If you have tried our normal contact us channels and still have a complaint, please follow these steps.

Step 1 – Contact us with your complaint.

You can contact us in one of the following ways:

  • Calling our Complaints Resolution Team free on 0800 206 2330 (Monday to Friday 9am-5pm)
  • Emailing the Complaints Resolution Manager at complaintresolutionmanager@symbioenergy.co.uk
  • Writing to the Complaints Resolution Manager at: FREEPOST SYMBIO ENERGY – COMPLAINTS RESOLUTION MANAGER
  • Visiting us at one of our business premises for a face-to-face discussion.

Most issues are resolved at this stage – if it is not resolved quickly we will issue you with a complaint reference number and the name of a dedicated complaint handler, who will keep you informed throughout. You can ask to speak to a member of this team at any stage.
We aim to do this within 5 working days.

Step 2 – Internal review by Customer Services Director.

If you are still not satisfied, your case can be reviewed by our Customer Service Director’s Executive team by:

Outcome

We will respond to your complaint as quickly as possible and aim to do this within a further 5 working days. Following the full review of your complaint, we may take the following actions:

  • Apologise
  • Explain our findings and why this has occurred
  • Take appropriate action to put things right
  • Explain our next steps
  • Compensation from Symbio Energy (if applicable)

Our aim will be to reach a mutually acceptable agreement, and we expect to do this in majority of cases.

If we are unable to reach an agreement, we will write to you explaining our position and providing a final offer. This is known as a deadlock letter.

Citizens Advice Consumer Helpline

A free and independent advice service that can be consulted at any stage of the complaints process. It’s easy to get free, independent advice so that you ‘know your rights’ as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you are struggling to pay your bills.

To ‘know your rights’ contact the Citizens Advice Consumer Helpline

  • Telephone number: 0345 404 0506 (lines open Monday to Friday 9.00am to 5.00pm, excluding bank holidays)
  • Website address: www.citizensadvice.org.uk/energy
  • Address: Citizens Advice consumer service, Second Floor, Fairfax House, Merrion Street, Leeds LS2 8JU
  • Email queries: Citizens Advice online form
Step 3 – External Review - Ombudsman Services (Energy)

You can choose to accept our final offer. If you remain dissatisfied, you can contact the Ombudsman Services: Energy for a free and independent review of your concerns.

They may investigate your complaint if:

  • You receive a deadlock letter from us.
  • You have not received a deadlock letter, but at least 8 weeks have passed since you first made the complaint to us. You must refer your complaint to the Ombudsman within 9 months of first making your complaint to us.

If the Ombudsman finds that we have not acted correctly, it will recommend what we should do to put things right. This may include

  • An apology
  • Explanation from Symbio Energy
  • Compensation from Symbio Energy (if applicable)
  • A service or practical action. For example, remove charges if you have been incorrectly billed

Symbio Energy is bound by any decision made by the Ombudsman, but customers are not. Therefore, if you are not satisfied with their decision you are free to pursue your complaint elsewhere, but will lose the right to any resolution through the Ombudsman services.

Ombudsman Services: Energy contact details