Our Complaint Handling Procedure

We are passionate about offering exceptional Customer Service to all our customers. In case something goes wrong or you are unhappy with our services, please get in touch with us so we can have the earliest opportunity to put things right.

In the first instance, please get in touch with us by:

• Telephone: 0333 772 2550
• Email: enquiries@umbrellaone.co.uk

Initially, we will need your name, contact and business details including telephone number or email address, and full details of your concerns.

We will investigate your concerns as quickly as possible and aim to resolve them within 10 working days.

After the investigation is complete, we will send you a review of our decision. If you disagree with this decision, we will review it again and inform you of our final decision, so please allow up to 10 working days.

If after 8 weeks your complaint is not resolved or if you choose to reject our decision, we will send you a deadlock letter. This letter confirms that you have dismissed our decision.

Once you receive this letter, you are entitled to complain to the Ombudsman.

The Ombudsman

If you are a microbusiness, you are entitled to take your complaint to the Ombudsman if your complaint is not resolved either eight weeks after your complaint was first made to us or once you have received a deadlock letter from us.

The Ombudsman’s services are impartial, and the service is free.

The Ombudsman’s contact details:

• Website: www.ombudsman-services.org
• Email: enquiry@ombudsman-services.org
• Telephone: 0330 440 1624
• Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

Our complaint process is available in full via email or free post on request.