Complaints
Procedure
We're committed to delivering the highest standards of service. If something isn't right, here's how we'll put it right.
Last updated: 15 February 2025
As a boutique consultancy, you deal directly with people who can act. A complaint reaches a senior decision-maker quickly — and a director personally where needed — rather than a queue or a ticket number.
It is important that you are satisfied with the service you receive from Infinite Energy Group Holdings Limited. In the unlikely event that you wish to raise a complaint, this page outlines our complaint process. It ensures that any complaint is managed correctly and promptly through to resolution, while keeping you fully informed throughout.
We are a member of the Energy Ombudsman’s approved alternative dispute resolution (ADR) scheme. Our membership number is C35INFI03.
Information Required When Raising a Complaint
- Customer name
- Date the complaint is raised
- Your name
- Your email address
- Your telephone number
- Full complaint details (including sites and reference numbers where applicable)
- Your desired resolution
Our 4-Step Resolution Process
We aim to resolve all complaints as quickly as possible through the following escalation process.
Contact your Account Manager
Reach out to your appointed Account Manager by email, telephone, or post. If you don’t know your contact, use the details below.
Independent review
If your complaint remains unresolved, it will be reviewed by a senior member of our team who was not involved in handling it. They will give you a detailed explanation, a course of action, and a timeframe for resolution.
Escalate to a Director
As a final internal escalation, contact a Director, who will acknowledge, investigate, and take remedial action.
External resolution — the Energy Ombudsman
If we are unable to resolve your complaint, or we issue you with a final position (“deadlock”) letter, or it remains unresolved for more than 8 weeks, you have the right to refer it to the Energy Ombudsman. The service is impartial and free of charge, and a referral can be made at any time up to 12 months after your initial complaint. The Energy Ombudsman can consider complaints from microbusinesses and certain small businesses; they can confirm whether your organisation is eligible.
How We Handle Your Complaint Information
We log every complaint and keep a record of how it was handled, so we can resolve it and improve our service. We handle all complaint information in accordance with applicable data protection law and our Privacy Policy.