Complaints Procedure
We take every complaint seriously. Here's how to raise a concern and what to expect.
Purely Energy Ltd is committed to providing an excellent standard of service to all our customers. However, we recognise that occasionally things may not go as expected. When that happens, we want to hear from you so we can put things right. This procedure sets out how to raise a complaint and the steps we will take to resolve it.
Contact Your Account Manager
In the first instance, please raise your concern with your dedicated account manager. They will work to understand the issue and resolve it as quickly as possible. Most issues are resolved at this stage within 5 working days.
0161 521 3400Escalate to Our Complaints Team
If your account manager is unable to resolve the issue to your satisfaction, or if you would prefer to deal with a dedicated complaints handler, please contact our complaints team directly. We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days.
complaints@purelyenergy.co.ukContact the Dispute Resolution Ombudsman
If we have not resolved your complaint within 8 weeks, or if you have received a final response (sometimes called a "deadlock letter") and remain dissatisfied, you have the right to refer the matter to the Dispute Resolution Ombudsman (DRO). Purely Energy is a registered member of the DRO Energy Broker ADR scheme, membership number E3407. The DRO is free to use and independent of us.
Dispute Resolution Ombudsman
Purely Energy is registered with the Dispute Resolution Ombudsman (DRO), membership number E3407. The DRO is an independent alternative dispute resolution service for energy brokers. We follow its Code of Practice, which gives you extra protection if things go wrong, and using it costs you nothing.
Additional Information
When raising a complaint, please provide as much detail as possible, including your account reference, MPAN/MPRN numbers, a description of the issue, and the resolution you are seeking. This will help us investigate and respond more quickly.
We will keep you informed of progress at each stage and will always explain our findings and the reasons for our decision. If at any point you are unhappy with how your complaint is being handled, you may escalate to the next stage of this procedure.
This complaints procedure is published in line with our obligations as a Third-Party Intermediary (TPI) under Ofgem's consumer-protection rules.