How do I make a complaint?

  • Updated

If there is something you are not happy with, or you feel we have let you down, we want to know. We take every complaint seriously and are committed to resolving any issues to your satisfaction.

We want it to be as easy as possible to raise a complaint. You can do this by following these steps:


Step 1: Contact our Customer Care team

  • By opening a ticket via our ticket system. Click here to start.
  • By Post: Customer Care, Data Energy Management Services, Sion Park, Stansted Road, Birchanger, Bishops Stortford, Hertfordshire, CM23 5PU

We aim to fully resolve your queries or agree a solution at the first point of contact.


Step 2: Submit your complaint to our Escalation Resolutions Specialist

If you are unable to reach a resolution with our Customer Care team and wish to escalate your complaint further, simply request this within your original support ticket and we will ensure that your queries are handed over to our Escalation Resolutions Specialist. They will undertake an independent, internal review and provide a formal response to your complaint, aiming to reach a resolution within 14 working days. Your complaint will be acknowledged within 5 working days and a reference number will be provided at this stage.


Step 3: Escalate your complaint to Senior Management

If you haven’t reached a satisfactory outcome, you can escalate your complaint to senior management who will review all relevant correspondence and provide a final response within 14 working days. Simply let us know within your ticket that you would like to do so.


Step 4: Get independent advice

If you are not satisfied with our final decision, having completed steps 1-3, you can get independent advice. Please note, Data Energy are unable to provide a 'deadlock letter' as we are not your utility supplier.

There is also a voluntary regulation body called the Heat Trust. If your heat network is a member of this scheme, you can contact them for advice at: Heat Trust, 6th Floor, 10 Dean Farrar Street, London, SW1H 0DX.

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