Complaint Procedure
At Trio, we aim to always provide you with reliable and high-quality service.
Sometimes, we may come short, and we take full accountability for that, which is why we have put together a complaint handling procedure so that you can discuss any shortcomings with us.
We value your feedback, taking every complaint seriously, so if there is something you need to raise with us, please follow these steps:
Step 1
Contact your account manager directly or our Customer Service department via the following:
+44 (0) 20 3544 9040
customerservice@alfaenergy.co.uk
Customer Service, Alfa Energy Ltd, 1 Haven Green, London, W5 2UU
They will make every effort to resolve your query immediately, responding within 24 hours.
Step 2
If your complaint has not been resolved, you may escalate your case to the Bureau Services Manager via one of the following methods:
+44 (0) 20 3994 5707
mela@alfaenergy.co.uk
Bureau Services Manager, Alfa Energy Ltd, 1 Haven Green, London, W5 2UU
The management will review your complaint and respond to you within five working days.
Step 3
If your complaint has still not been resolved, you may escalate it to our Senior Management team by writing to:
Commercial Director, Alfa Energy Ltd, 1 Haven Green, London, W5 2UU
The senior management team will review all the details of your complaint to see what has been done up to this stage. Please allow up to seven working days for a response.
If you are not satisfied with the solution, you have the right to escalate it to the energy ombudsman:
By phone:
Phone: 0330 440 1624
Fax: 0330 440 1625
Textphone: 0330 440 1600
By post:
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF
By email:
osenquiries@os-energy.org