Complaints Procedure

We're Here to Help – Transparent, Fair, and Fast Complaint Handling

At Comett Energy, we are committed to delivering high-quality service. If something goes wrong, we want to know about it. Our complaints procedure is designed to handle your concerns quickly, fairly, and transparently—and to ensure we improve from every piece of feedback.

1. How to Make a Complaint

You can submit a complaint through any of the following channels:

Phone: Call us at [Insert Company Number]
Email: Send us your complaint at support@comettenergy.co.uk
Online: Use our contact form at https://comett.energy/contact
Post: Comett Energy: 128 City Road, London, EC1V 2NX , UK

2. Our Complaint Handling Steps

Step 1: Receipt of Complaint

Once we receive your complaint, we will log and acknowledge it within 48 hours (Monday to Friday).

Step 2: Recording the Complaint

We will document all relevant details, including:

Your name and contact details
Nature of the complaint
Account or contract reference (if applicable)

Step 3: Acknowledgment

We will acknowledge your complaint promptly to confirm that it is being reviewed.

Step 4: Investigation

Our team will conduct a thorough internal investigation, which may involve:

Gathering further information
Reviewing account history or documentation
Consulting relevant team members or third parties

Step 5: Resolution

We aim to provide a full resolution within 10 working days. Possible resolutions may include:

Correcting any errors
Clarifying misunderstandings
Offering goodwill gestures where appropriate

Step 6: Communication

Throughout the process, we will keep you informed of progress, any developments, and the final outcome.

Step 7: Closure

Once a resolution is agreed upon, we will confirm this in writing and close the complaint.

Step 8: Follow-Up (Optional)

We may follow up to ensure you’re satisfied with the outcome and address any final concerns.

3. If You’re Not Satisfied

If we are unable to resolve your complaint within 8 weeks, or if we issue a deadlock letter, you have the right to refer your complaint to the Energy Ombudsman.

4. Energy Ombudsman Service

The Energy Ombudsman provides a free, impartial, and independent service to resolve complaints. You can contact them using the details below:

Website: www.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

5. Our Commitment to Improvement

Every complaint is an opportunity to improve. We review all complaint data regularly to:

Identify trends or recurring issues
Make internal improvements to our processes
Enhance staff training and customer experience

Thank you for helping us serve you better.

If you have any questions about this process, please contact support@comettenergy.co.uk