Complaint Handling
If you have a complaint about our services, then we want to hear about it so that we can resolve it for you. In addition, we have a regulatory responsibility to provide these complaints procedures as a Member of the Ombudsman Services Energy Broker ADR Scheme.
Your complaint should initially be raised to your dedicated consultant, who will respond to your complaint within 24 hours. You will have met your consultant or would have developed a valuable commercial relationship with them by email or telephone. Their job is to keep our clients satisfied by delivering the best available energy prices and providing quality services and advice.
You can also raise a complaint by emailing support@polarisenergygroup.com.
If your consultant is unable to satisfy you then we want to hear about your complaint at our top level. Can you please email our CEO at derek.myers@polarisenergygroup.com and another part of our team will respond within 24 hours to engage with you and your complaint. We will let you know what we will do about your complaint and the timescales involved to reach a resolution.
If you are still not satisfied, then you can raise your complaint to the Ombudsman Services at the following address:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624