OCTANE SOLUTIONS LTD
OCTANE SOLUTIONS LTD is committed to providing a professional, transparent and fair energy brokerage service. If you are dissatisfied with any aspect of our service, we take this seriously and will investigate promptly and impartially.
This procedure explains how we handle complaints relating to our energy brokerage activities.
What Is A Complaint?
A complaint is any expression of dissatisfaction, whether oral or written, relating to:
- Energy quotations or contract arrangements
- Letters of Authority (LOAs)
- Advice or information provided
- Our level of service
- Administration or communication errors
- Any action or omission by OCTANE SOLUTIONS LTD
How To Make A Complaint
You can contact us using the details below:
📧 Email: complaints@octanesolutions.co.uk
📞 Telephone: 0333 613 7621Please provide:
- Your name or business name
- Supply address
- Contact details
- A clear description of your complaint
- Any relevant documents
Complaints may be made verbally or in writing.
Our Complaints Process
1. Acknowledgement
We will acknowledge receipt of your complaint within 3 working days.
2. Investigation
We will conduct a fair and impartial investigation.
This may include reviewing call recordings, correspondence, contractual documents and supplier communications.We may contact you if further information is required.
3. Final Response
We aim to resolve complaints as quickly as possible.
We will issue a written Final Response within 8 weeks of receiving your complaint.
This will:
- Explain the outcome of our investigation
- Confirm our position
- Outline any proposed resolution or corrective action
If You Are Not Satisfied
If:
- We have not resolved your complaint within 8 weeks, or
- You are dissatisfied with our Final Response
You may refer your complaint to our independent Alternative Dispute Resolution (ADR) provider:
Ombudsman Services: Energy
Website: www.ombudsman-services.org
Telephone: 0330 440 1624The ADR service is free of charge and independent of OCTANE SOLUTIONS LTD.
Record Keeping & Monitoring
We maintain records of all complaints for monitoring, audit and service improvement purposes.
Telephone calls may be recorded for training, monitoring and evidential purposes.
Vulnerable Customers
We are committed to treating customers fairly. If you require additional assistance or reasonable adjustments when making a complaint, please inform us and we will provide appropriate support.
Regulatory Position
OCTANE SOLUTIONS LTD acts as an independent energy broker and intermediary. We do not supply energy directly. Contracts are entered into between the customer and the chosen energy supplier.
OCTANE SOLUTIONS LTD
Registered in England & Wales
Company Number: 12680337