Complaints Policy

At PVolt, we are committed to providing excellent service to all our customers. We understand that occasionally things can go wrong, and we take complaints seriously. This policy outlines our procedures for handling complaints in accordance with OFGEM guidelines.

How to make a complaint to PVolt

If you have a complaint, please contact us as soon as possible. You can do this by:

Contacting our Complaint Resolution Team by phone, email at complaints@pvolt.co.uk or live chat

Filling out the complaint form on our website

Writing to us at our registered address

When you make a complaint, please provide us with as much information as possible, including your account details, the nature of your complaint, and any relevant documents or evidence.

Our Complaints Procedure

Acknowledgement of your complaint

We will acknowledge your complaint within 2 working days of receiving it. If we are unable to resolve your complaint immediately, we will provide you with an estimated time frame for resolution and the name and contact details of the person handling your complaint.

Investigation of your complaint

We will investigate your complaint thoroughly, including reviewing any relevant documents or evidence. We may also contact you for further information or clarification.

Resolution of your complaint

We will aim to resolve your complaint as quickly as possible, and no later than 8 weeks after receiving it. If we are unable to do so, we will provide you with an update on the progress of your complaint and an estimated time frame for resolution.

Final response

Once we have resolved your complaint, we will provide you with a final response, either in writing or by phone. The final response will explain the outcome of the investigation, any actions we have taken, and any compensation or goodwill gesture we are offering. If you are not satisfied with our response, you can escalate your complaint to the Energy Ombudsman, an independent organisation that provides dispute resolution services for energy customers.

Keeping you informed

Throughout the process, we will keep you informed of the progress of your complaint and provide regular updates. If your complaint remains unresolved after 8 weeks, we will explain your right to escalate your complaint to the Energy Ombudsman.

Our Commitment to You

We are committed to providing you with excellent customer service and will do our best to resolve any complaints you may have. We take all complaints seriously and will investigate them thoroughly. We will keep you informed of the progress of your complaint throughout the process and provide you with a final response within a reasonable time frame.

We will also use your feedback to help us improve our services and prevent similar issues from arising in the future.

If you have any questions about our complaints policy, please do not hesitate to contact us.

For independent advice Citizens Advice provide excellent support.