Complaints Handling Procedure
We pride ourselves on customer care and transparency. If any part of our service falls short, this page explains how we'll investigate and resolve your complaint promptly.
Our 4-Step Complaints Process
Initial Notification
Contact our Customer Support team with your business name, account or meter details (if applicable), and the nature of your concern:
• By Phone: +44 (0)141 237 2728 (Mon–Fri 9am–5pm)
• By Email: complaints@greener-power.co.uk or support@greener-power.co.uk
• By Post: Complaints Department, Greener Power Scotland Limited
Acknowledgement & Investigation
We'll acknowledge your complaint in writing within 2 business days. A complaints officer will review call recordings, correspondence, and supplier logs.
Resolution Proposal
We aim to resolve every complaint within 10 working days. We'll write with our findings, any corrective measures, and where appropriate, an apology or financial redress.
Deadlock or 8-Week Referral
If after 8 weeks we haven't reached a satisfactory resolution, or we issue a "deadlock letter", you can refer your complaint free of charge to the independent Energy Ombudsman.
Independent Energy Ombudsman
Free, impartial dispute resolution for micro-businesses & commercial clients
The Energy Ombudsman is an independent body approved by Ofgem to handle disputes between energy brokers (TPIs) and commercial customers. Their decision is binding on us.
Website:
www.energyombudsman.orgOmbudsman Phone:
0330 440 1624