Any Complaints- Provide with you Valuable Feedback, Symbio Energy UK

Update to Customers

Jonathan Mark Amor and Nicola Kate Clark were appointed Joint Administrators of Symbio Energy Limited (“the Company”) on 13 October 2021. Please note the Company’s affairs, business and property are being managed by the Joint Administrators who act as agents of the Company and without personal liability.

The Joint Administrators are now working closely with your new supplier E.On Next to ensure accurate final bills are produced for the Company’s customers.

Here is a link to some frequently asked questions FAQs for Symbio Energy Limited Customers (azets.co.uk) however if you have any queries that are not covered by the FAQ page please use the dedicated email address for the Joint Administrators: [email protected].

When emailing please include your Symbio Energy customer reference number.

Message to All Customers

Symbio Energy is ceasing to trade. Ofgem, the energy regulator, has appointed E.ON Next as the new supplier for its customers.

E.ON Next began supplying energy to all of Symbio Energy’s customers on 3 October 2021.

E.ON Next will contact customers over the coming days and again in a few weeks when the transfer has been completed and their accounts have been fully set up.

Customers don’t need to worry – their supplies are secure. Former and current customers’ credit balances are protected, and E.ON Next will contact customers if they need to determine the amount of any outstanding balance. Domestic customers will also be protected by the energy price cap when being switched to E.ON Next.

Current and former customers who are in debit to Symbio Energy should wait to hear from E.ON Next or Symbio Energy’s administrators who will talk to them about repayment arrangements.

Ofgem’s advice to Symbio Energy’s customers is not to switch, but to sit tight and wait until E.ON Next has been in touch. This will help make sure that the process of handing customers over to E.ON Next and honouring any credit balances is as hassle free for customers as possible. 

Symbio Energy customers can access more information at eonnext.com/symbio-energy

If you have a power cut, please contact 150 to be put through to your local power distributor. If you think you can smell gas or have a gas leak, please contact the 24 hour National Gas Emergency hotline on 0800 111 999.

If customers need additional support, Citizens Advice and Advice Direct Scotland can give free, impartial help and advice.


Citizens Advice


Advice Direct Scotland


Advice will also be shared on Ofgem’s twitter @ofgem and facebook facebook channels.

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If you are one of our valuable customers trying to reach our customer support today, please be notified that you might experience an audio lag due to ongoing system maintenance. Meanwhile, you can write an email to us at [email protected].

complaints

Symbio Energy has always provided our customers with our best services. We are committed to supplying the UK with the Lowest Prices for Electricity and deliver an excellent customer service experience that is clear and concise.

Should there be an instance that you have a complaint or issue with our services, we shall quickly manage to resolve your queries.

Our Customer Service Agents are trained to deal with complaints professionally and reliably. Our agents will do everything possible to provide with a solution to your queries and complaints promptly.

We shall explain the resolution process and walk you through the steps the same. Regular contact will be maintained until your query has been resolved.

STEP 1: Contact Customer Services

If you have a query about your electricity, feel free to contact our dedicated customer service agents for a resolution.

We aim to provide you with a solution within five working days and be rest assured that we will only close your complaint once you are pleased with the outcome.

In case of complex issues, it can take up to 28 working days to resolve and keep you updated on the progress.

When contacting us with your complaint, please state your customer reference number (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, an explanation and remediation along with any financial compensation wherever applicable.

If you have any queries, please do not hesitate to contact us. Please email us at [email protected] or call us on 0333 050 9372, we are available from Monday to Friday between 09:00 am to 06:00 pm & 09:00 am to 03:00 pm on Saturday. Our office is closed on Sunday.

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 make things right. A dedicated agent will be assigned to you to resolve your issues and aim to resolve the same within ten working days.

Please email us at [email protected] or call us on 0333 050 9372, we are available from Monday to Friday between 09:00 am to 06:00 pm.

Alternatively, you can write to the Quality Assurance Team at Symbio Energy Ltd, 86 Integer House BRE Innovation Campus, Hertfordshire, WD25 9XX.

We will aim to reach a mutual agreement, and we achieve this in most cases. If we cannot 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 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.

In such cases, we will send you a final resolution letter known as a 'Deadlock Letter'. If it has been eight weeks or more since you have first complained, you have a statutory right to contact the Ombudsman Services for a free and independent review of your concerns.

Contact Details:

Ombudsman Services: Energy contact details

Telephone: 0330 440 1624 (Mon-Fri, 9am – 5pm)

Website: www.ombudsman-services.org/energy

Address: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

Independent Advice: Citizen Advice Consumer Helpline

The Citizen Advice Consumer Helpline is an official source for free and independent energy advice. The customer can consult them at any stage during the complaint process. They can help you 'Know your Rights' as an Energy Consumer, find 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 Speaking Welsh – 0808 223 1144

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

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