If You Are Unhappy

PUBLISHED ON:
PUBLISHED IN:
My Online Account

 

Unhappy? Let’s Fix That

If we ever make a mistake or do something wrong, please let us know straight away so we can put things right for you as soon as possible.


First, Let Us Know Why You’re Not Happy With Us

  • Email us at support@avroenergy.co.uk
  • Call us between 9am and 5:30pm Monday — Thursday 9am and 4:30pm Friday on 0330 058 2005
  • Write to us at Avro Energy, Wheatfield House, Wheatfield Way, Hinckley, Leicestershire, LE10 1YG

We’ll do our best to sort out any issues the first time you contact us, and put things right for you within 5 working days or, if its quite complicated, within 8 weeks.


If You’re Still Not Happy

We hope you’ll be satisfied with our response. If not, get in touch again and tell us you want your complaint referred to our Complaints Team and they’ll be in touch.

If it’s been 8 weeks since you first spoke to us, or we’ve sent you a deadlock letter and you’re still unhappy, you can refer your complaint to Energy Ombudsman — visit their website www.Ombudsman-Services.org/complain-now, email osenquiries@osenergy.org, or call 0330 440 1624.

You can always get extra help and advice from Citizens Advice — just go to citizensadvice.org.uk/energy or call 0345 404 0506.


Complaints Performance

Quarter Ending

Complaints received Complaints received
per 100,000
accounts
Complaints resolved Complaints resolved
per 100,000
accounts
% complaints
resolved by the end
of the next working
day
% complaints
resolved within eight
weeks
Mar 19 489 86 462 81 94% 99%
Dec 18 390 72 382 70 82% 98%
Sept 18 233 48 218 45 80% 93%