Complaints Procedure

---

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.

Energy Ombudsman Contact Details:

• Name: Energy Ombudsman

• Website: www.energyombudsman.org

• Email: enquiry@energyombudsman.org

• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 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.

You can raise a complaint with Comett Energy Solutions LLP through any of the following channels:

• Email: support@comett.energy

• Telephone: [insert your support number]

• Post: Comett Energy Solutions LLP, 128 City Road, London, United Kingdom

Please provide your full name and contact details, business name (if applicable), site or supply address, any relevant account/contract numbers, and a clear description of your complaint including dates and supporting documents.

Recording the complaint: We will log your complaint on our internal system, including all relevant details and evidence you provide.

Acknowledgement: We will acknowledge your complaint within 2 working days (Monday to Friday), confirming that it is being reviewed.

Investigation: A member of our team will investigate your complaint thoroughly, which may include 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 may 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. Once a resolution has been agreed and actions completed, we will confirm closure of your complaint and retain a record for quality monitoring.

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.

Energy Ombudsman Contact Details:

• Name: Energy Ombudsman

• Website: www.energyombudsman.org

• Email: enquiry@energyombudsman.org

• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 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.