Complaints

Energy Complaints Procedure

At DUS Energy we do our best to provide the best level of service that we can, but sometimes things can go wrong. We will always attempt to resolve any issues as quickly as possible with the following approach: 

Step 1 - Making a Complaint

Please call our customer services team or send an email to energy@dus.co.uk 

Our customer services team are trained to assist on all kinds of queries and will attempt to resolve the issue with you immediately. If the issue cannot be immediately resolved the advisor will raise a complaint ticket internally for one of our specialist handlers to investigate further. 

We will endeavour to respond to your complaint within 10 working days, however, this is not always possible as we may need additional time, if so we will keep you updated with the timescales we put in place for resolving your complaint. 

Step 2 - Finalising a Complaint

The Complaints handler will provide you with a resolution or outcome to your complaint. You will be able to either accept or reject the resolution or outcome. 

The remedies you could receive as part of a resolution are: 

– An explanation as to what happened. 

– Actions taken to resolve the issue. 

– Potential Compensation awarded. 

– An apology. 

Step 3 – Complaint Escalation

If you feel that our Customer Service team have not fully resolved the issue you have brought to our attention, you can forward on your query to our Senior Management Team. You can do this by sending your email to energy@dus.co.uk FAO Senior Manager.

Please note that the Senior Management Team can only assist with issues that have already followed step’s 1 and 2 or 14 days has passed since the complaint was first raised. 

Step 4 – Complaint Deadlock

If your complaint is less than 8 weeks old and we feel we have done everything we can to try and resolve your complaint, we will issue a deadlock for the complaint. An email or letter will be sent advising you of the deadlock. This means that you can go to The Energy Ombudsman with your complaint. 

If your complaint is more than 8 weeks old, and we have not successfully come to a resolution, you will receive a letter advising you are within your rights to contact The Energy Ombudsman. 

The Energy Ombudsman will liaise with us directly to try and reach to a resolution. Their services are free for you to use and they are entirely independent and impartial. 

The Energy Ombudsman can be contacted in the following way:

Email: enquiry@energyombudsman.org 

Website: www.energyombudsman.org 

Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF