Complaints Policy

Complaints Policy

We strive to provide the best possible service and products to our customers. However, if you are not satisfied with our service or products, we want to hear from you. We take all complaints seriously and will make every effort to resolve them in a timely and satisfactory manner. This policy outlines our procedures for handling complaints.

How to Make a Complaint

If you have a complaint, please contact us as soon as possible by emailing sales@igotenergy.co.uk or by using the contact form on our website. Please provide as much detail as possible about your complaint, including your order number, the products you purchased, and the nature of the problem.

Complaint Handling Process

We will acknowledge your complaint within 24 hours of receiving it and will aim to resolve the issue as soon as possible. We may need to contact you for additional information or to clarify the nature of your complaint.

We will investigate your complaint thoroughly and objectively. We will keep you informed of the progress of your complaint and provide you with a resolution as soon as possible. If we are unable to resolve your complaint to your satisfaction, we will explain our reasoning and provide you with information on how to escalate the matter.

Escalation Process

If you are not satisfied with our resolution of your complaint, you may escalate the matter by contacting our customer service manager at sales@igotenergy.co.uk. Our customer service manager will review your complaint and provide you with a final resolution. We will aim to resolve all complaints within 14 days of receipt.

Refunds and Compensation

If we determine that your complaint is valid, we may offer you a refund or replacement of the products in question. We may also offer compensation for any inconvenience or distress caused by the issue. The amount of compensation will be at our discretion and will depend on the nature and severity of the issue.

Record Keeping

We will keep a record of all complaints received and our response to them. We will use this information to improve our service and products and to monitor our compliance with this complaint policy.

Contact Us

If you have any questions or concerns about our complaint policy, please contact us at sales@igotenergy.co.uk.