Your to Better Energy Starts Here.

Complaints Procedure for ORM Group Ltd T/A Ethical Switch
Our Commitment to Customer Satisfaction

At Ethical Switch, we are committed to providing exceptional service to our business customers. We understand that occasionally things may not meet your expectations, and we welcome the opportunity to address and resolve any concerns you may have.

Our Responsibilities

Our complaints handling process is designed to:

1. Provide an efficient, fair, and structured mechanism for addressing customer concerns
2. Ensure all customers have easy access to our complaints handling process
3. Maintain transparent communication throughout the complaint resolution journey
4. Continuously improve our services based on customer feedback
5. Comply fully with UK energy sector regulatory requirements

How to Make a Complaint

STEP 1: Initial Contact

We encourage you to bring your concerns to our attention as quickly as possible. You can contact our dedicated customer service team through multiple channels:

When making a complaint, please provide the following information:

• Business name and registered address
• Primary contact name and telephone number
• Account number, MPRN, or MPAN (as shown on your bill)
• Detailed description of the issue
• Proposed resolution or expectations

STEP 2: Complaint Handling Process
Initial Response:

• We will acknowledge your complaint within two business days of receipt
• Your complaint will be logged with a unique reference number
• Our dedicated customer service team will investigate your concern thoroughly

Resolution Timeframe:

• We aim to resolve most complaints within seven business days
• If a complex issue requires additional investigation, we will:
• Provide you with a detailed explanation
• Give an estimated timescale for full resolution
• Keep you updated on progress at least every seven days

STEP 3: Complaint Outcome

Upon conclusion of our investigation, we will:

• Provide a comprehensive written response
• Explain our findings clearly and transparently
• Offer appropriate remediation, which may include:
• A detailed explanation
• Formal apology
• Goodwill gesture
• Financial compensation (where appropriate)

Important Notes:

• The Ombudsman Service ADR is free of charge
• You must raise your complaint with the Ombudsman within 12 months of receiving our final response
• The Ombudsman will only consider your complaint after you have gone through our internal complaint’s procedure.
• 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: enquiry@energyombudsman.org

  Phone: 0330 440 1624
  (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)

  Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

Continuous Improvement

We are committed to learning from every complaint. Our management team:

• Reviews all complaints quarterly
• Identifies potential systemic issues
• Implements process improvements
• Provides ongoing training to staff

Data Protection and Confidentiality

We handle all complaints confidentially and in compliance with UK data protection regulations. Your personal and business information will be processed securely and used only for the purpose of resolving your complaint.

Accessibility

If you require this document in an alternative format (large print, braille, audio) or need communication support, please contact our customer service team.

Contact Us

For any questions about this complaints procedure, please contact our Customer Service Manager using the contact details provided above.