Lloyd Energy Complaints Policy

At Lloyd Energy, we are devoted to delivering exceptional service to our customers. Recognizing that occasional issues may arise, our complaints procedures are designed to ensure your concerns are addressed satisfactorily with courtesy and respect. We maintain high standards in service delivery and consistently moving to enhance our offerings.

Key Objectives of Our Complaints Policies:

• Clarify the process for making a complaint and how it will be handled.
• Address complaints consistently, fairly, and sensitively within clear time frames.
• Provide a fair and effective way for individuals to express concerns about our work.
• Monitor complaints to continually improve our services.

How to Get in Touch:

If you have a concern or are dissatisfied, our dedicated Client Relations Team at Lloyd Energy is ready to investigate your concerns during our office hours, Monday to Friday, from 8:30 am to 5:30 pm.

Contact Information for Lloyd Energy:

• Telephone: 0800-208-8301
• Website: https://www.lloydenergy.co.uk/
• Email: info@lloydenergy.co.uk
• Postal Address: Lloyd Energy, Kemp House 152 - 160 City Road, London EC1V 2NX

Complaints Procedure:

To initiate a complaint, provide your name, business details, address, contact information, and an explanation of your concerns. Upon receipt, we will acknowledge your complaint within three working days and aim to resolve it within 10 working days. If the resolution takes longer, we will keep you informed of progress and provide an anticipated resolution date.

Escalation Process:

If you are unsatisfied with the initial response, complaints can be escalated for further investigation. If your complaint remains unresolved after eight weeks or you are dissatisfied with the final response, you can refer the matter to the Energy Ombudsman.

Energy Ombudsman:

If you are a microbusiness and have received a deadlock letter, you have the right to refer your complaint to the Energy Ombudsman https://www.ombudsman-services.org/complain-now or https://www.energyombudsman.org. The Energy Ombudsman is impartial, free, and approved by Ofgem to handle energy disputes between consumers and energy suppliers.

Contact Details for the Energy Ombudsman:

• Website: www.energyombudsman.org
• Phone: 0330 440 1624 (Monday to Friday, 8 am to 8 pm, and Saturday 9 am to 1 pm)
• Email: enquiry@energyombudsman.org

Microbusiness Definition:

A microbusiness employs fewer than 10 employees (or their full-time equivalent) and has an annual turnover or balance sheet no greater than €2 million. Alternatively, it uses less than 100,000 kWh of electricity per year or less than 293,000 kWh of gas per year.

These policies underscore our commitment to addressing concerns effectively and continuously improving our services for your satisfaction.