Complaints & Resolutions
At Connekt, we are committed to transparency in everything that we do. Should you have a complaint, our process for handling is outlined in detail below.
At Connekt, we are committed to transparency in everything that we do. Should you have a complaint, our process for handling is outlined in detail below.
Connekt Charging – Charge Point Operator (CPO)
Connekt Energy - Third-PartyIntermediary (TPI)
1. Purpose
This process sets out how Connekt Energy handles complaints from clients and prospective clients relating to our CPO and TPI services. It ensures that complaints are resolved fairly, promptly, and transparently, in line with industry expectations and regulatory good practice where required.
2. Scope
Applies to all CPO services, energy brokerage, switching, procurement, and related intermediary services provided to SME, microbusiness, and larger commercial clients.
3. How to Make a Complaint
Clients can raise complaints through the following channels:
• Email: complaints@connektenergy.co.uk
• Phone: 0888 281 8088
• Post: Complaints Manager, Connekt Energy, 1.12 1 Redwood Crescent , East Kilbride Glasgow
Required Information:
• Business name and contact details
• Summary of the complaint
• Any supporting documentation
• Preferred resolution or outcome
4.Resolution Stages
Stage 1 –Frontline Resolution
• Acknowledge complaint within 1 working day
• Attempt informal resolution within 5 working days
If unresolved, the complaint will be escalated internally.
Stage 2 –Formal Investigation
• Formal acknowledgment within 2 working days
• Investigation by Complaints Manager or relevant senior lead
• Full response issued within 10 working days
Stage 3 –Internal Review
• If dissatisfied, clients may request a review
• Conducted by a senior team member not previously involved
• Review decision communicated within 10 working days
5. Final Position Letter (Deadlock)
If a complaint remains unresolved after 8 weeks, or sooner by mutual agreement, a Final Position Letter will be issued outlining our final stance. This allows eligible customers to escalate the issue externally.
6. External Dispute Resolution
Commercial, SME and Microbusiness clients may escalate unresolved complaints to the Energy Ombudsman:
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
The Ombudsman’s decision is binding on Connekt Energy but not the client.
7.Monitoring & Record-Keeping
We record all complaints for quality assurance and audit purposes. Records are retained for a minimum of 6 years. Regular reviews are conducted to identify systemic issues and implement service improvements.
