Below is how our complaints procedure works, the steps we ask you to take, and your right to go to the Ombudsman if you’re not satisfied with how we’ve handled your complaint.
How to complain
- Contact us. Tell us what happened and what you’d like us to do to put it right.
Email: info@ibaad.co
Telephone: 07413 078339
Post: 3F Old Dover Road, London SE3 7BT
Customer relations are available Monday to Friday, 9am to 5pm. - We investigate. We’ll acknowledge your complaint, keep you updated and work to resolve it as quickly as we can.
- Our response. We’ll tell you what we’ve done to resolve the issue.
- Eight-week letter. If we haven’t resolved your complaint within eight weeks, we’ll write to you confirming you can take it to the Ombudsman.
- Deadlock letter. If you don’t accept our final decision, we’ll issue a deadlock letter confirming you can take your case to the Ombudsman.
The Energy Ombudsman
If you’re a microbusiness, you can take your complaint to the Energy Ombudsman if it hasn’t been resolved within eight weeks of making it, or once you’ve received a deadlock letter from us, whichever comes first. The Ombudsman is independent and free to use.
If you accept the Ombudsman’s decision, we must follow it. You don’t have to accept it, and you remain free to take other action, including going to court.
Contact details
Email: enquiry@ombudsman-services.org
Telephone: 0330 440 1624
Post: Energy Ombudsman, PO Box 966, Warrington WA4 9DF
Website: www.ombudsman-services.org
Citizens Advice
For free, confidential and impartial advice, you can also contact Citizens Advice: www.citizensadvice.org.uk