Complaints Procedure
At IM ENERGY SOLUTIONS (UK) LIMITED, we are committed to delivering a high standard of service to all our
clients. We welcome your feedback—positive or negative—as it helps us to continually improve.
If you are dissatisfied with any aspect of our service, please let us know as soon as possible.
1. How to Make a Complaint
You can submit a complaint in any of the following ways:
• By phone: 07458 395901
• By email: complaints@imenergysolutions.co.uk
• By post: Aidan House, Sunderland Road, Gateshead, United Kingdom, NE8 3HU
IM ENERGY SOLUTIONS (UK) LIMITED
Aidan House
Sunderland Road
Gateshead
United Kingdom
NE8 3HU
• Online: via our website at www.capitaenergysolutions.co.uk
2. What to Include in Your Complaint
To help us resolve your complaint quickly and effectively, please provide:
• Your name and contact details
• Details of the issue (including dates, times, and people involved, if known)
• Any supporting documents (emails, letters, contracts, etc.)
• The outcome you would like to see
3. How We Handle Complaints
1. Acknowledgement – We will acknowledge your complaint within 5 working days of receipt.
2. Investigation – A member of our management team will review your complaint. We may contact you for further
information.
3. Response – We aim to provide a full written response within 20 working days of acknowledging your
complaint. If additional time is required, we will explain the reason and provide a revised timeframe.
4. Resolution – We will confirm the outcome of our investigation and, if your complaint is upheld, outline the
steps we will take to resolve the issue.
4. Escalation
If you are not satisfied with our initial response, you may request a further review by a senior manager. We will
re-examine your complaint and provide a final response within 15 working days.
If your complaint has not been resolved within 8 weeks of first being raised, or if we have reached a deadlock
position (where we cannot agree on a resolution), you have the right to refer your complaint to the Energy
Ombudsman.
• The Energy Ombudsman is impartial and independent.
• Their service is free of charge to you.
• They will review your complaint and decide on a fair resolution.
Contact details for the Energy Ombudsman:
• Name: Energy Ombudsman
• Website: www.energyombudsman.org
• Email: enquiry@energyombudsman.org
• Phone: 0330 440 1624 (Monday–Friday, 8am–8pm, and Saturday, 9am–1pm)
• Post:
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF
5. Continuous Improvement
All complaints are logged and monitored to identify recurring issues. We use this information to improve our
services and prevent similar problems in the future.
Contact Us
IM ENERGY SOLUTIONS (UK) LIMITED
Aidan House
Sunderland Road
Gateshead
United Kingdom
NE8 3HU
■ 07458 395901
■ www.imenergysolutions.co.uk
■ complaints@imenergysolutions.co.uk