Complaints Procedure

1 Scope of this procedure

This procedure applies to complaints about PFN Energies and the business-energy brokerage services provided by PFN Energies Limited. If your complaint concerns an energy supplier's service, billing or contract administration, we will explain whether it should be raised directly with that supplier and provide reasonable assistance where appropriate.

2 How to make a complaint

Please email hello@pfnenergies.co.uk and clearly state that you are making a complaint. Please provide as much of the following information as possible:

• your name, business name and preferred email address;
• the supply address or relevant account, quote or contract reference;
• a clear description of what happened and when;
• copies of relevant emails, bills, contracts or other supporting information; and
• the outcome you would like us to consider.

Please do not send original documents. If you need reasonable adjustments or another accessible way to communicate, tell us by email and we will consider how best to assist.

3 Acknowledgement

We aim to acknowledge a complaint within five working days. We will record the complaint and may ask for further information needed to understand the issue. Where possible, we will give you the name or role of the person handling it.

4 Investigation

We will review the available records, relevant communications and any information supplied by you, our staff, energy suppliers or service providers. We will consider the complaint fairly and avoid unreasonable delay. Complex matters or cases involving third parties may take longer to investigate.

We aim to provide a substantive response within ten working days where reasonably possible. If we cannot do so, we will provide an update and explain the next steps.

5 Our response

Our response will normally explain:

• our understanding of the complaint;
• the information considered and the outcome of our investigation;
• any action already taken or proposed;
• any offer of redress, apology or corrective action where appropriate; and
• what you can do if you remain dissatisfied.

6 If you disagree with the response

If you remain dissatisfied, reply to the person handling the complaint and explain which parts of the response you disagree with and why. Where appropriate, the matter may be reviewed by someone who was not responsible for the original decision.

7 Deadlock and independent dispute resolution

If we cannot resolve an eligible complaint, we may issue a deadlock letter setting out our final position. An eligible microbusiness or small-business customer may refer an unresolved complaint to our approved alternative dispute-resolution provider after receiving a deadlock letter or after eight weeks have passed since the complaint was first raised, subject to the provider's scheme rules and eligibility criteria.

Our ADR provider is the Energy Ombudsman. The service is independent. We will include the relevant referral information in a deadlock or eight-week letter where the complaint is eligible.

8 Complaints involving an energy supplier

Energy suppliers are responsible for their own complaints procedures. Where a complaint concerns a supplier, you may need to follow that supplier's process before an independent body can consider the matter. We will explain any information or assistance we can reasonably provide about our role in the transaction.

9 Records and personal information

We keep appropriate complaint records for service, legal, regulatory and audit purposes. Personal information is handled in accordance with our Privacy Policy and applicable data-protection law.

10 Contact

Complaints and questions about this procedure should be sent to hello@pfnenergies.co.uk.