​Complaints Procedure

A E Energy Solutions Ltd is committed to delivering excellent service. If something goes wrong, we want to know so we can put it right.

Step 1 – Contact Us

Please contact us as soon as possible so we can resolve the issue quickly.

Email: andy@aeenergysolutions.co.uk Phone: 03330509980

Step 2 – Formal Complaint

If the issue cannot be resolved informally, you may submit a formal complaint in writing. We will:

• Acknowledge your complaint within 5 working days

• Provide a full response within 20 working days

• Keep you updated throughout the process

Step 3 – Alternative Dispute Resolution (ADR)

ADR Provider: ghdr.org.uk.

ADR is independent, impartial and free for consumers.

Step 4 – TrustMark

As a TrustMark Registered Business, you may also contact TrustMark for further guidance.

Financial Ombudsman Service

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.

​How Long You Have to Complain to the Financial Ombudsman Service

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

​​Contact

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel:  0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

TrustMark Customer Charter – Documents for Homeowners • TrustMark

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