OUR COMMITMENT TO CUSTOMER SATISFACTION
 

Putting Things Right
Providing excellent customer service is vitally important to us. If a customer tells us they’re unhappy with any part of the service we have provided, we will do our best to put it right straight away and you will always be treated with courtesy and respect throughout any complaint resolution process. 

Learning from our Mistakes
If our service ever does fall below the standards you as our customer are entitled to expect, we will treat your complaint as an opportunity to learn and to improve our processes. We make it easy for you to tell us if there is a problem by being easy to contact and then responding positively to the issues you raise. 
If you’re unhappy with any aspect of our service, please do let us know at the earliest opportunity so we can find a resolution swiftly and with minimum fuss for you.. Resolutions may include: an apology; an explanation of what went wrong or a practical action to be taken to correct the problem.

Our Complaints Process
Our complaints process is designed to ensure that any complaints are handled fairly, confidentially, and in an efficient manner.

This complaints procedure is totally separate to your right (if you are a ‘Microbusiness Customer’ – see below) to escalate any complaint relating to your energy supply to the Energy Ombudsman.
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Step One

Many problems can be resolved quickly and informally by talking directly with the person concerned or your dedicated account manager, and we recommend this as a first step. Please call us on 0191 640 1488.  

Step Two

If we aren’t able to resolve your concerns informally to your satisfaction, or if you don’t feel it’s appropriate to discuss the issue with the person concerned, please let our customer service team know. You can do this by emailing us at complaints@tigerenergyconsultants.com or by writing to us at:

Customer Services Manager
Tiger Energy Consultants Limited
86-90 Paul Street,
London,
England
EC2A 4NE

When emailing or writing to us, please describe:

• What has happened, along with as much relevant information as you can provide, such as details of your contract terms (where relevant) and the name of the person or people at Tiger Energy Consultants that you have been in contact with;
• Why you’re dissatisfied; and
• What you’d like us to do to put things right.
 

Alternatively, you can simply call us on 0191 6401488 to speak to one of our customer service team (Opening hours: Monday-Thursday 09:00-17:00, Friday 09:00-15:00).
 

We will acknowledge your complaint within three working days of the complaint being raised. We will also aim to provide a substantive response and resolution within 15 working days. Occasionally, it isn’t possible to provide a full response in this timeframe. For example, we may need to liaise with a third party such as a supplier, which can take longer.  Where this is the case, we’ll let you know when you can expect a full response and keep you regularly updated on progress.

Step Three

‍If the matter remains unresolved to your satisfaction, your complaint will be passed to our Compliance department. They will complete a review and establish whether there are any further steps we can take to reach a resolution.  This is the final step of our Complaints Process for customers other than Micro-Businesses.

Step Four (for Micro-Businesses only)

For businesses which meet at least one of the following criteria: 
- Has fewer than 10 employees (or their full-time equivalent) and the yearly turnover, or yearly balance sheet, is not more than £2 million; or
- Uses less than 100,000 kWh of electricity a year; or
- Uses less than 293,000 kWh of gas a year;
the Energy Ombudsman offers an Alternative Dispute Resolution process which Tiger Energy Consultants have signed up to .  

If you're a Micro-Business and we’re not able to resolve your complaint directly, or if it has not been resolved within 8 weeks, or if you receive a ‘deadlock’ letter from us, confirming that we are unable to resolve your complaint, then you’re welcome to contact the Energy Ombudsman (their contact details are below).  We subscribe to their Alternative Dispute Resolution scheme, so that our customers have access to their free and impartial dispute resolution service. For more information please visit www.ombudsman-services.org.

You can contact the Energy Ombudsman:

By post:                                Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
By telephone:                     0330 440 1624
By email:                              enquiry@ombudsman-services.org 

Tiger Energy Consultants Limited's Membership number is C35TIGE01.