Complaints Procedure

If you’re not completely happy with our service we’d like to hear about it so we can do
something to put it right. We do everything we can to make sure our customers get the best
products and service possible. However, sometimes we may not get things right the first
time.

We would like you to tell us what went wrong so we can put matters right.

HOW AND WHERE TO COMPLAIN
If you are not satisfied with any aspect of our service or products, you can tell us about your
complaint in the following ways:
In writing – write to us and address your letter
To:
Customer Complaints Department, Summit Energies Limited, Registered Office Carrow Hill,
St Brides, Magor, Caldicot, Monmouthshire, NP26-3AU

By telephone – call us 01291 421671 during our office hours and ask for the Customer
Complaints Department.

By email – dave@summitenergies.co.uk

WHAT TO EXPECT
We aim to resolve your complaint straightaway but if we can’t, we will keep you informed on
a regular basis.  If you need an update, please call us on 01291 421671 and ask to speak to
the person handling your complaint.

When we reply to your complaint, if you consider our response doesn’t fully address your
concern, please let the person handling your complaint know so we can see if there is
anything further we can do.
IF WE CANNOT REACH AGREEMENT
Our aim is to resolve all complaints. However, if you are not satisfied after receiving our final
decision letter, or if eight weeks have passed, you have the right to refer your complaint to
the Financial Ombudsman Service (FOS). Their contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be referred to
FOS.

Financial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123
(cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website
at www.financial-ombudsman.org.uk