Complaints

Is something gone wrong? 

We want to give the best service we can every day but realise that sometimes things can go wrong. We’re sorry that something has not gone well, and we want to sort it out with you. 

We will do all that we can to resolve your complaint as quickly as we can. We’ll do this in conjunction with you, starting with 

  • Discussing what went wrong and how it happened

  • Fixing it 

  • Explaining to you what we have done and what will happen next 

We want to try and solve the problem as quickly as possible, involving you at each step. 

Contact us 

  • Call us on 0161 279 6911. Your account manager will ask you for details of what has happened. They will try to resolve the issue with you while you're on the phone. If they need a little more time to look into it, they will open a case and give you a reference number. You’ll also receive an email acknowledging your complaint with the reference number on. They will then keep you updated until resolution; we will aim for this to be within five working days. 

  • Email help@unifyenergy.co.uk, please include: 

    1. your account number

    2. company name

    3. Information about the issue you are having

We will acknowledge your email within 24 hours, and you will receive a case number. We will contact you if we need to clarify anything and will aim to have a resolution as soon as possible but within 5 working days. 

  • Write to us at:
    Unify Energy Limited
    Union,

    2-10 Albert Square,

    Manchester,

    M2 6LW

Escalate your complaint 

If you are not happy with the resolution that has been offered, please let your account manager know they will try and help further. If they cannot resolve the issue, then you can let them know you would like to escalate the complaint. 

Our Customer Operations Team Manager will then deal with your complaint. They will review your complaint in full and contact you with our final proposed resolution. 

If you feel that this is not an acceptable solution, we will issue you with a deadlock letter. 

Energy Ombudsman 

If you are a micro business that consumes no more than 293,000kWh of gas or 100,000kWh of electricity, then if we have not been able to resolve your complaint within eight weeks or we have issued you with a deadlock letter, you may then decide to contact the Energy Ombudsman. They will independently review your complaint and contact us directly if needed; they will make a recommendation based on their review. We will then act on their decision. If you raise the complaint with the ombudsman, we won't then be able to talk to you about it directly until they have issued a final decision.

Email: enquiry@energyombudsman.org

Phone: 0330 440 1624 (Monday to Friday, 8 am to 8 pm, and Saturday, 9 am to 1 pm)

Post: Energy Ombudsman,

P.O. Box 966,

Warrington, WA4 9DF

Or raise on their website at www.energyombudsman.org