At Vester Energy, we take complaints seriously and are committed to providing a fair, transparent, and efficient resolution process. We understand that energy procurement is a critical aspect of business operations, and any issues with our service can have a significant impact on our customers. That’s why we have established a structured Alternative Dispute Resolution (ADR) process, ensuring that all complaints are handled promptly and fairly.
Our complaints procedure is designed with the needs of micro and small businesses in mind. If you are a microbusiness (fewer than 10 employees and an annual turnover of less than €2 million), you have the additional right to escalate complaints to the Energy Ombudsman should they remain unresolved. We work diligently to resolve all concerns at the earliest stage possible, keeping you informed throughout the process. Below, we outline the steps we take to ensure every complaint is investigated thoroughly and resolved fairly.
How to Raise a Complaint
If you are dissatisfied with our service, you can raise a complaint through the following channels:
Email: [email protected]
Post:
Complaints Team,
Vester Energy,
71-75 Shelton Street,
Covent Garden,
London, WC2H 9JQ
Phone: 07984 613380
When submitting a complaint, please provide the following details:
- Your full name and contact details
- The nature of your complaint, including relevant dates and details
- Any supporting documents (such as contracts, bills, or correspondence)
Once we receive your complaint, we will follow the structured resolution process outlined below.
Stage 1: Acknowledgment
We will acknowledge receipt of your complaint within five (5) working days.
A case reference number will be assigned, and a member of our team will be in touch.
Stage 2: Investigation
A dedicated Complaints Handler will review your case and gather all relevant information.
We aim to provide a full response within 28 days.
If additional time is required, we will inform you and provide updates on progress.
Stage 3: Escalation
If you are not satisfied with our response, you may request an escalation to a Senior Complaints Manager.
The Senior Manager will conduct a further review and provide a final response within 10 working days.
Stage 4: Alternative Dispute Resolution (ADR)
If your complaint remains unresolved after 8 weeks, or if we issue a deadlock letter, you may escalate your complaint to the Energy Ombudsman for independent review.
Escalation to the Energy Ombudsman
If we are unable to resolve your complaint to your satisfaction, you can escalate the matter to the Energy Ombudsman, a free and impartial dispute resolution service.
Address:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF
???? Phone: 0330 440 1624
???? Email: [email protected]
???? Website: www.energyombudsman.org
The Ombudsman will independently review the case and may require us to take action, such as:
- Providing an apology
- Explaining the issue further
- Offering compensation (where applicable)
- Taking corrective action
Learning from Complaints
At Vester Energy, we value customer feedback and continuously improve our services. Every complaint is reviewed internally to identify opportunities for improvement.
If you have any suggestions or feedback on our complaints process, please let us know at [email protected].