Making a complaint

Symbio Energy will always try to provide the best service to all our customers. We are fully committed in supplying the best prices possible and delivering excellent customer service which is clear and concise. There are times where we may not get it right, but we will manage your complaint and resolve it quickly.

At Symbio Energy all our Customer Service Agents are fully trained to deal with complaints in a professional and reliable way. Our agents will do everything possible to provide a remedy to your queries and complaint promptly, we will explain the steps we are going to take and will keep in regular contact with you throughout the resolution process.

Step 1 – Contact Customer Services

Our aim is to provide you with a resolution within five working days and be assured that we will only close your complaint once you are completely happy with the outcome. With more complex issues it can take up to 28 working days to resolve and we will keep you updated on the progress.

When contacting us with your complaint, please state your customer reference (if applicable) and let us know the nature of your complaint regarding our service, products or failures of standards in marketing and sales.

Our response will include an apology, explanation and remediation along with any financial compensation where applicable.

Feel free to contact one of our customer service agents on the details below:

Call: 0333 050 9372, Monday to Friday between 09:00am to 06:00pm and Saturday between 09.00am to 3.00pm.

Email us at: customerservices@symbioenergy.co.uk

Step 2 – Internal review by Quality Assurance Team

If you don’t feel your complaint has been resolved after the first step, get in touch with our Quality Assurance Team. We will conduct a full review and will take the necessary action to put things right. A dedicated complaint handler will be assigned to you. During this time your dedicated complaint handler will stay in regular contact and will aim to resolve the issue within ten working days.

Call: 0333 050 9372, Monday to Friday between 09:00 am to 05:00 pm

Email us at: qualityassurance@symbioenergy.co.uk

Alternatively write to the Quality Assurance Team at: SYMBIO ENERGY 103 MANSION HOUSE, BUILDING RESEARCH ESTABLISHMENT, BUCKNALLS LANE, WATFORD, UNITED KINGDOM, WD25 9XX

Our aim will be to reach a mutually agreement, and we do achieve this in majority of cases. If we are unable to reach an agreement, we will write to you explaining the position and providing our final offer.

Step 3 – External Review - Ombudsman Services (Energy)

We will do our best endeavor to resolve your complaint and ensure that you are happy with the outcome which happens in most cases. However, there may be cases where we cannot agree and reach a resolution. If this is the case, we will send you a final resolution letter , this is known as a ‘deadlock’ letter and at this point, or if it has been 8 weeks or more since you first complained, you have a statutory right to contact the Ombudsman Services, for a free and independent review of your concerns.

Email: osenquiries@os-energy.org

Ombudsman Services: Energy contact details

Independent Advice: Citizens Advice Consumer Helpline

An official source of free and independent energy advice service that can be consulted at any stage of the complaints process. It is easy to get free, independent advice and support so that you so that you ‘know your rights’ as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity supply, or ask for help if you are struggling to pay your bills.

To ‘know your rights’ contact the Citizens Advice Consumer Helpline:

Telephone number:

Consumer Service – 0808 223 1133

Consumer Service Welsh Speaking – 0808 223 1144

(lines open Monday to Friday 9.00am to 5.00pm)

Website address: www.citizensadvice.org.uk/energy
Address: Citizens Advice consumer service, Second Floor, Fairfax House, Merrion Street, Leeds LS2 8JU
Email queries: Citizens Advice online form