We aim to get it right first time – but if something goes wrong, here’s how to tell us.
How to Contact Us
If you’re unhappy with our service, please get in touch:
- E-mail: complaints@holbornenergy.co.uk
- Telephone: 020 8895 6950
- Post: Complaints Team, to our registered address:
Holborn Energy Ltd.
4th Floor, Regent House
50 Frederick Street
Birmingham
B1 3HN
When you contact us, please include your:
- Business name and account number
- Contact details
- A clear description of the issue
- Any relevant documents or evidence
What happens next?
- We log your complaint and give you a reference number.
- We aim to resolve most issues within 5 working days.
- If it takes longer, we’ll investigate fully and respond within 10 working days.
- If you’re still unhappy, a senior manager will review the case and issue our Final Response within 8 weeks.
- We will provide you with contact details for Citizens Advice and Citizens Advice Scotland.
If you’re still not satisfied
If you disagree with our Final Response – or if 8 weeks have passed without resolution – you can contact the Energy Ombudsman (free and independent):
- Website: Resolve Energy Complaints | Energy Ombudsman
- Telephone: 0330 440 1624
- Post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
The Ombudsman can ask us to apologise, explain, fix the issue, or provide compensation.
Our promise
We take all complaints seriously and use them to improve our service.