How to make a complaint

Thameswey Energy always aims to offer the highest quality of service, but this page guides you through the process if you need to make a complaint.

The first step is to write to or call Thameswey Energy customer services (needs address and phone number) to explain the problem. A Customer Services Manager will call you to discuss your complaint, and we will attempt to resolve it within five working days of receipt.

If you are still not happy, the next step is to put your complaint in writing to XXX XXX, the Managing Director, providing as much detail as possible. Please mark your complaint Private and Confidential and send it to (address). The Managing Director, or another senior team member, will aim to resolve your complaint and reply to you within 10 working days of receiving your letter.

In the rare event that this still does not resolve your complaint, the Managing Director will refer your case to the Board of Directors. They will review all correspondence, and make a final resolution within 14 working days of your case being referred.