• Welcome to Ary Energy Limited

Complaints

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Complaints Handling Procedure

A simple guide about raising complaints

Understanding the problem

At ARY, as part of our commitment to quality, we have a structured complaints process in place to ensure that all our customers are treated fairly, with courtesy and respect. We recognise that we do not always get things right and if there is an issue or you are unhappy with the level of service you have received from us, please let us know.
Throughout this procedure, potential remedies may include: an apology, an explanation or the taking of appropriate remedial action.
We always aim to resolve complaints promptly and professionally and provide clear and honest information to our customers.

Complaints Process

ARY Energy Customers

  • Step 1: Querying your contract
If you feel that any of the information that we have submitted to a supplier on your behalf is inaccurate or feel that you did not agree to any aspect of the agreement, we ask that you contact the person who advised you in the first instance. This is primarily so that you are speaking with the person who has the best understanding of your supplies and has an audit history of communications to hand. We will do our utmost to resolve your query right away.
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Complaints Process

ARY Energy
Customers

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  • Step 2: Querying your contract
If you are unhappy with the handling of your query and would like to escalate to the next stage, please email [email protected].
stating: Your name, business name, the address of the premises that the contract has been arranged for, the nature of your query, the best number to contact you on and the best time to speak with you.
Alternatively, you can call us on +44 7897730433 and request a call back from a Team Manager. They will respond to your request and take further details of your enquiry. All details of your complaint will be recorded, including the date your complaint was received and details of when you were updated.

Investigating your complaint

Upon receipt of your escalated complaint, we will complete a full audit of communications between you and the advisor in question. This includes but is not limited to; emails, telephone conversations and voicemails. An initial response should be carried out within 5 working days of the complaint being raised and we will keep you regularly updated with progress.
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Resolving your complaint.

If your complaint is upheld, we will inform you. They will apologise for any errors made and highlight any further action to be taken to prevent further occurrences. We will provide you with an explanation of what has gone wrong and what we are doing to put things right .
If your complaint is not upheld, we will outline why this is the case and provide you with the evidence we have gathered supporting this decision. The outcome of our investigation will be provided to you.

Complaint Process

  • Step 3: Independent help & advice

Ombudsman Services

If your complaint has not been resolved within 8 weeks or we are unable to reach a mutually agreeable resolution, you will be able to raise a dispute with Ombudsman Services.

The Energy Ombudsman are a free of charge, independent dispute resolution service that may review the complaint case, providing you meet their acceptance criteria.

You may contact the Ombudsman in any of the following ways:

Website: www.ombudsman-services.org Phone: 0330 440 1624

Email: [email protected]
Post: Ombudsman Services: Energy, P.O.
Box 966, Warrington, WA4 9DF

If you are not satisfied that your complaint has been resolved and want independent advice, you can contact the Utilities Intermediary Association (UIA). They provide an in independent customer redress scheme and be contacted in the following ways:

Website: https://uia.org.uk/
Email: [email protected]
Post: The UIA Board, PO Box 355, Tundbridge Wells, TN2 9ED.

The UIA is a Trade Association for those Third Party Intermediaries (TPI’s) facilitating energy purchasing contracts between supplier and consumer. It is an independent, not-for-profit company, which is directed by its members and administered by its directors.

Useful Information

Have you got a query about your service with ARY? Contact us, we are always happy to help:

Website: aryenergy.uk
Telephone: +44 7897730433
Email: [email protected]
Alternatively, you can raise your complaint directly with the supplier concerned.