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Step 1: Making ContactStep 2: AcknowledgmentStep 3: Our InvestigationStep 4: Our Final Response
Step 1: Making ContactStep 2: AcknowledgmentStep 3: Our InvestigationStep 4: Our Final Response
Our Complaints Procedure
At Sonix Energy, we pride ourselves on delivering customer excellence. In the unlikely event you have a complaint, it is essential you contact us immediately so that we can put things right and continue to improve our service to you.
We are committed to resolving any issues you may have experienced and will do so by following four simple steps.
Step 1: Making Contact
Please contact our complaints team via one of the channels below. To help us investigate your case as quickly as possible, please include your full name, business name and address, a contact phone number, and a detailed outline of your complaint.
Email:
[email protected]
Phone:
+44 1482 739 392
Post:
Complaints Department
Sonix Energy
Broadway House, 105 Ferensway
Office 103, Flexworks
Hull, England, HU1 3UN
Step 2: Our Investigation
Sonix Energy will conduct a thorough and impartial investigation into the issues you've raised. Your case handler will work efficiently to investigate the situation that led to your complaint. You can contact them at any point during this process for a progress report or to discuss any further concerns.
Step 3: Our Final Response
Once all checks are completed, your case handler will contact you with our final response, which will adequately address your concerns. Where applicable, we will also advise on any action taken should this be deemed necessary. If you disagree with our response, you can challenge it within 5 working days, provided you have new evidence relating to any material flaws in our investigation. We will happily reconsider your case and provide an updated final response. If no new evidence is provided, the first response will be deemed our final response. Our primary goal is always to reach a resolution that you are satisfied with.
Step 4: Our Final Response
In the event that you are dissatisfied with our final response, we will move the status of your complaint to ‘deadlock’. If a deadlock occurs, or in the unlikely event that 8 weeks have passed without a resolution, you can refer your dispute to the Energy Ombudsman for a free and independent review. You can do this at any point within 12 months of the deadlock date.
Ofgem: https://www.ofgem.gov.uk/
Phone: 0330 440 1624
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Online: https://www.ombudsman-services.org/complain-now
Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached
Energy Ombudsman is impartial and free to use
Energy Ombudsman can be contacted in the following way:
Name: Energy Ombudsman
Website:
www.energyombudsman.org
Email: [email protected]
If you disagree with our response, you can challenge it within 5 working days, provided you have new evidence relating to any material flaws in our investigation. We will happily reconsider your case and provide an updated final response. If no new evidence is provided, the first response will be deemed our final response. Our primary goal is always to reach a resolution that you are satisfied with.
Concerns About the Handling of Your Complaint
Should you have any concerns about a member of staff or your assigned case handler, please direct this to senior management by emailing [email protected]. Your concerns will be addressed immediately, and a new handler will be assigned to your case if necessary.