Complaints Procedure

In the unlikely event that our services do not meet your expectations or you believe that we have made a mistake we would like to know about it. We take all complaints very seriously, and appreciate all feedback as part of our commitment to continuous development and improvement.

You can find copies of our complaints procedure, both below and on our website www.boxpower.org.uk. You can also request a free copy of our complaints procedure to be sent to you using the details below:

Telephone: 01204 387155
Email: [email protected]
Post: Box Power CIC, 2nd Floor, Moorland House, 77-79 Knowsley Street, Bolton, BL1 2BJ

Step 1 – Informing us of your problem

Please use any of the above details to request a complaints form.

We request that you complete a claims form instead of writing about your issue or calling to complain using the above contact methods, this ensures that we are able to capture all of the details necessary to complete an investigation and enables us to deal with your complaint more efficiently.

Our form will ask you to outline your complaint, provide details of your complaint and ask how you would prefer to be contacted with an outcome

We politely ask that you make us aware of any problems with our service as soon as you become aware of them.

Step 2 – Internal investigation

Whilst we aim to respond to all enquiries promptly, depending on the nature of your complaint it may take some time for us to investigate it fully. Please allow up to 15 working days for us to come back to you with a response.

We may resolve the issue by offering an apology, an explanation, and/or an outline of any corrective action to be taken or remuneration in the form of a financial award.

Step 3 – If you are unsatisfied with our response

Following the outcome of our investigation, if you are not satisfied with our response and do not feel that we have resolved your complaint correctly, please let us know. We will then escalate the complaint for an internal review. You will receive a response from this review within 15 working days.

During the internal review we will assess:

• How the initial investigation was handled
• If we could have offered a more satisfactory resolution
• If we are able to overturn/enhance upon the resolution that has already been offered

Please note that in some cases we are limited in our capabilities if the complaint is regarding a live contract with an energy supplier. If this is the case you will be advised accordingly and we may request that your complaint is directed elsewhere.

Step 4 – Escalation to the energy ombudsman

If we have still not managed to adequately resolve your complaint following an internal review, your case will be registered as a deadlock. You will receive a deadlock notice if we are unable to resolve your issue, which means that you can escalate this to the energy ombudsman should you wish to do so. Any complaints that have not been resolved within 8 weeks will automatically be given deadlock status and you can escalate this to the energy ombudsman without a deadlock notice.

The energy ombudsman is a free impartial service for you to use. Please see their details below.

Phone: 0330 440 1624,
Email: [email protected].
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

Please note that the Energy Ombudsman are unable to deal with complaints relating to incidents or events that occurred before 31st August 2022 as Energy Brokers were not able to partake in their scheme prior to this date.

For further free impartial advice you can also contact the citizen’s advice bureau on 0808 223 1133.