Complaints

We don’t have complicated layers of complaints handling teams.  All our customer ambassadors are trained to think energy so you don’t have to, which means we aim to handle your questions or concerns first time, every time. 

1. Tell us what’s happened.

If you haven’t already done so please contact Your Orbit Energy Team, through our contact us page. An email is the best method, as you’ll then have a record of your communication.

Though we aim to get things sorted first time, some things can be complicated and take a little longer.  If you weren’t happy with how we handled things, please email complaints@orbitenergy.co.uk and explain your concern. We’ll review your case as a priority, speak to the member of Your Orbit Energy Team who handled your initial query and try to resolve everything as quickly as possible.

2. Escalate your issue to our CEO.

If you’re not happy with our response to your query, the next step is to contact our CEO at timothy@orbitenergy.co.uk

Please include your contact details and address. Then, explain what’s happened and add any background information, in particular any communications regarding the issue. 

Tim will look into the case and do all he can to solve the problem. If a solution still can’t be reached, Tim will write to you explaining our position – this is known as a ‘deadlock letter’.

3. Contact Citizens Advice

It’s easy to get free, independent advice about your energy supply. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

Visit www.citizensadvice.org.uk/energy, contact the Citizens Advice consumer service on 03454 0405 06 or dowload their 2018 Consumer Checklist.

4. Refer to an independent mediator.

If you do not wish to accept the solution in our CEO’s deadlock letter, or the issue hasn’t been resolved in eight weeks, you can refer your case to the Energy Ombudsman. You can call them on 0330 440 1624, email osenquiries@os-energy.org, go through their website or write to them at Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF. The Energy Ombudsman offers a free and independent service.

They’ll look at your concerns and our actions with the aim of finding a resolution. If they find that we haven’t met our obligations they’ll tell us how to put things right, which could involve an explanation, apology or even financial compensation.