Complaints Policy

Template text — for legal review. Energy Tariff (Saving Tariff LTD) is committed to handling complaints fairly, transparently and quickly. This policy sets out how to raise a complaint with us and what to expect at each stage.

How to make a complaint

• Phone: 01416 289 443, Monday to Friday 9:00 – 18:00
• Email: care@energytariff.co.uk
• Post: The Complaints Team, Saving Tariff LTD, 5 Alder Road, Glasgow, Scotland, G43 2UY

What we'll do

1. Acknowledge your complaint within one business day.
2. Investigate and provide a substantive response within 10 working days.
3. If more time is needed, we'll explain why and give you an updated timeline.
4. Aim to fully resolve within 8 weeks.

Escalation

If you're not satisfied with our final response — or if 8 weeks pass without resolution — you can escalate free of charge to the Energy Ombudsman: ombudsman-services.org/energy, 0330 440 1624.