Complaints Policy

Our aim is, of course, to provide an excellent service to all our clients. Sometimes things do go wrong though and, if that happens, we want to put it right for you.

You can raise your complaint via email or telephone with our complaints team at complaints@costgard.co.uk or on 01460 282925

Each complaint will be dealt with promptly and we aim to resolve issues within 5 working days. If the issue is complex we will inform you if this is the case and if there is anything else we require from you.

We will record your complaint, updates, correspondence and how it is resolved in our Complaint Log within your customer records on our system as well as keep you up to date with progress.

If you are unhappy with how your complaint is handled, or we can’t reach an agreement within 8 weeks, you can refer your complaint to the Energy Ombudsman.

You can do this if you’re a ‘micro business’ – a business that employs fewer than 10 people and has an annual turnover or a balance sheet of less than €2 million; a charity with an annual income of less than £6.5 million and trusts with a net asset value of less than £5 million; or a small business with an annual turnover of less than £6.5 million and a balance sheet total of less than £5 million, or that employs fewer than 50 people.

These ombudsman services are impartial and free for you to use, and you can contact them via below channels:

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org