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Complaints Charter

Complaints Policy

001 Ltd is committed to providing exceptional service to all our clients. As certified members of Ofgem’s Alternative Dispute Resolution (ADR) Microbusiness scheme (Membership number: C35001L01), we handle all complaints with professionalism and care.

How to Make a Complaint

 To submit a complaint, please complete the form below. By using this form, you help us ensure:

  • Your complaint is properly logged in our system
  • All necessary details are captured
  • We can respond efficiently and effectively to your concerns
  • A unique reference number is assigned for tracking

 

Our Commitment 

We aim to resolve all complaints within 7 working days, though resolution times may vary when we need to work with external parties such as utility suppliers. Throughout the process, our team will:

  • Keep you informed of progress
  • Treat your concerns with respect
  • Investigate thoroughly
  • Provide clear, logical explanations
  • Document all communications
  • Implement improvements to prevent reoccurrence

 

Management Review

 If a complaint remains unresolved after 7 working days, it will be escalated to management for review. The outcome will be provided to you in writing.

 

External Resolution

In the unlikely event that your complaint remains unresolved after 8 weeks, you have the right to refer your complaint to the Energy Ombudsman. The Ombudsman provides a free, independent service for energy consumers.

You can contact the Energy Ombudsman through:

Please note that the Ombudsman service should only be contacted after the initial 8-week complaint handling period has passed.

 

Please also see below for information required on the complaint form:

 

Complaint Form

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