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Complaints procedure
If you have a complaint about our service, please contact us at support@comett.energy or call our support team. We are committed to resolving your concerns promptly and professionally — every complaint helps us improve.
How we handle it
You can raise a complaint with Comett Energy Solutions LLP through any of the following channels:
- — Email: support@comett.energy
- — Telephone: +44 203 949 5526
- — Post: Comett Energy Solutions LLP, 128 City Road, London EC1V 2NX, United Kingdom
Please provide your full name and contact details, business name (if applicable), site or supply address, any relevant account or contract numbers, and a clear description of your complaint including dates and supporting documents.
Recording the complaint. We log your complaint on our internal system, including all relevant details and evidence you provide.
Acknowledgement. We acknowledge your complaint within 2 working days (Monday to Friday), confirming that it is being reviewed.
Investigation. A member of our team investigates thoroughly — reviewing your account and documentation, listening to call recordings where available, and consulting relevant staff, suppliers or third parties.
We aim to complete our initial investigation within 20 working days, and keep you updated on progress if further time is needed.
Our goal is to resolve your complaint fairly and promptly. Possible outcomes include:
- — An explanation and, where appropriate, an apology
- — Correction of any errors (for example, billing or contract issues)
- — Practical steps to correct a service problem
- — Where appropriate, financial redress or goodwill gestures
You will receive a clear written or verbal outcome explaining what we have found, any actions we are taking, and the timescales for those actions. We aim to provide a final response within 8 weeks from the date we first receive your complaint.
If you are unhappy with our initial handling, you may request that your complaint is escalated to senior management for further review before closure.
If we have not resolved your complaint within 8 weeks, or if we issue a final response and you remain dissatisfied, you may refer your complaint to the Energy Ombudsman.
The Energy Ombudsman is independent, impartial and free to use for you as a microbusiness customer. The service can require us to take practical action, provide an apology, correct an issue or, where appropriate, make a financial award.
- — Website: energyombudsman.org
- — Email: enquiry@energyombudsman.org
- — Phone: 0330 440 1624 (Mon–Fri 8am–8pm, Sat 9am–1pm)
- — Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
You must normally contact the Energy Ombudsman within 12 months of our final response or deadlock letter.
Raise a complaint
Include as much detail as possible so we can investigate quickly and thoroughly.