Complaints
Procedure
We're committed to delivering the highest standards of service. If something isn't right, here's how we'll put it right.
It is important that you are satisfied with the service you receive from Infinite Energy Group Holdings Ltd. We are trained to achieve the highest standards of service and in the unlikely event that you wish to raise a complaint, this page outlines our complaint process.
This process ensures that any complaints are managed correctly and promptly through to resolution, whilst keeping you fully informed throughout.
Information Required When Raising a Complaint
- Customer name
- Date complaint raised
- Your name
- Your email address
- Your telephone number
- Full complaint details (including sites and reference numbers where applicable)
- Your desired resolution
Our 5-Step Resolution Process
We aim to resolve all complaints as quickly as possible through our structured escalation process.
Contact Your Customer Service Lead
Reach out to your appointed Customer Service lead via email, telephone, or post. If you don't know your contact, use the details below.
Escalate to Your Customer Service Manager
If your complaint remains unresolved, escalate to your Customer Service Manager (CSM). They will provide a detailed explanation, course of action, and timeframe for resolution.
Escalate to Head of Service
For further escalation, contact our Head of Service who will investigate and take remedial action to ensure prompt resolution.
Escalate to Managing Director
As a final internal escalation, contact our Managing Director directly. They will acknowledge, investigate, and take remedial action.
External Resolution — Energy Ombudsman
If we are unable to resolve your complaint, or it remains unresolved for more than 8 weeks, you have the right to escalate directly to the Energy Ombudsman Service. This can be initiated at any time up to 12 months after the initial complaint. The service is impartial and free of charge.