Complaints Procedure
We’re committed to providing the highest standard of service and want every experience with Clifton Commercial to reflect that. If we ever fall short of your expectations, we want to hear from you. We’ll listen to your concerns, take them seriously and work to resolve them fairly and promptly.
Making a Complaint
If you’re unhappy with any aspect of the service you’ve received from Clifton Commercial, we want to hear from you. Please contact us as soon as possible so we can understand what has happened and work with you to resolve your concerns.
You can submit your complaint through any of the following channels:
Email:Â max@cliftoncommercial.com
Phone: +44 (0) 117 427 2109
Post:Â Â
The Old Chapel,
16 Oakfield Road,
Clifton
Bristol
BS8 2AP
What to includeÂ
- Your full name and business name
- A clear description of your complaint
- Any relevant account, contract or correspondence details
- What outcome you are seeking, if applicableÂ
What Happens Next
Acknowledgment
Once we receive your complaint, we’ll acknowledge it and make sure we understand the concerns you’ve raised. We’ll let you know if we need any further information from you and keep you informed as your complaint progresses.
Investigation
We’ll review your complaint carefully and consider the information available to us. Where necessary, we may speak with our energy partners or request further information to help us understand what has happened and reach a fair outcome.
Resolution
Once we’ve completed our review, we’ll explain our findings clearly and let you know what action, if any, we propose to resolve your complaint. Our aim is to resolve your complaint fairly, clearly and as promptly as possible.Â
Escalating Your Concern
We’re committed to resolving complaints fairly. Clifton Commercial is a member of the Energy Ombudsman’s Energy Broker ADR scheme. If you’re an eligible small business, including a microbusiness, and your complaint remains unresolved eight weeks after you first raised it with us, you may refer it to the Energy Ombudsman. You may also refer it sooner if we issue a deadlock letter. The Energy Ombudsman will assess whether your complaint meets its scheme rules. Its service is free for eligible customers.