Customer complaints procedure

Putting things right.


Commercial Power is committed to ensuring customers are treated in a fair, honest, transparent and professional way, at all times. This is something we expect from every employee and also from the companies we work with.

We realise that, at times, things can go unfortunately go wrong, and we have a structured complaints procedure to allow us to put things right quickly. This also helps us to improve our service in the future.


In the event you feel you need to make a complaint, we will endeavour to work with you and/or your supplier to put things right quickly. We also handle complaints on behalf of some of our strategic partners.

Below is our complaints procedure, which will help you understand what you can expect from us.


Step one

Please send an email to complaints@commercial-power.co.uk with as much detail as possible in relation to your complaint, including the outcome you are seeking. Please let us know your preferred method of future contact and provide us with your contact details.


Step two

A member of our complaints team will then review your case, as well as any available evidence. We aim to respond to you within five working days, including our proposed resolution. Please note that we may need to liaise with energy suppliers and independent brokerages to address your concerns, so more complex complaints may take longer to investigate.


Step three

Our complaints team will generally be able to resolve your complaint; however, if you are unhappy with the proposed resolution you can then escalate your case to our Compliance Manager by emailing complaints@commercial-power.co.uk and including FAO Compliance Manager in the subject field.

Alternatively you can write to us:

FAO Compliance Manager
Commercial Power Ltd
Poolfoot Farm Sports & Leisure Complex
Butts Road
Thornton
Lancashire
FY5 4HX


Step four

Our Compliance Manager will review your case and provide you with a response which sets out our final position and any resolution available.


Free, independent and impartial advice

If you feel you need some independent, impartial advice you can visit the Citizens Advice consumer website.