If you’re unhappy then we are unhappy
Customer satisfaction is very important to us at Ummah Energy. We appreciate you taking the time to let us address any bad experience you may have so we can hopefully rectify is where possible or learn from it and do better in the future, God willing. We have tried to make the process as simple as possible. If you need any further clarification on the procedure do not hesitate to speak to one of the team on 0115 865 8444 or you can email us on contact@ummahenergy.co.uk

Raising a Complaint
You can call us on 0115 865 8444 within our normal opening hours 08:00-18:00 Mon-Thurs and 08:00-Midday Friday.Alternatively, you can email us at complaints@ummahenergy.co.uk We ask you include your Full name, Business Name, contact number, preferred contact method and nature of the complaint.

Acknowledgement
We aim to acknowledge receipt of all complaints received via email within 48 working hours (UK public holidays and the days of Eid are not considered as working days for this purpose).

Recording Your Complaint
Once you have notified us of your complaint, it will be logged on our system with the date and time it was received and other relevant information in relation to the complaint (e.g the complaint, when the problem occurred, potential impact, desired resolution).

Who will handle your complaint
Once your complaint has been raised it will be assigned to one of our Energy Experts who will contact you and provide you with their direct details. They may offer you a resolution on this initial contact if they deem it appropriate. If not, they will advise you of a timeframe you can expect further correspondence, this will usually be within two weeks. We will do our best to make sure the person dealing with the complaint was not involved in the original issue where possible.

When You Can Expect a Resolution

We aim to resolve all complaints within 2 weeks. Sometimes complaints can be resolved almost immediately, but depending on the complexity this is not always the case.In some circumstances, complaints may require us to liaise with other parties e.g an energy supplier or service provider in which case it may take longer than 2 weeks.If we are not able to resolve the complaint within 2 weeks, we will provide fortnightly updates until it is resolved.

Escalation

If you are not happy with your complaint outcome you can ask for it to be escalated internally. This means it will be reviewed by someone at Director level. If your initial complaint was reviewed by someone at Director Level, you can still escalate your complaint, and it will be reconsidered.

Energy Ombudsman

If we have been unable to resolve your complaint internally within 8 weeks or you receive no response from us for 8 weeks, then you are able to escalate this to the Energy Ombudsman. The Ombudsman service is completely free for customers to use and is and independent body who will assess your complaint impartially and advise us and yourself of their decision.

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

You can view this complaints procedure on our website www.ummahenergy.co.uk, in writing, by requesting a copy to be sent via post or via email. Also, If there is any significant reason then you can request that we read it to you over the phone or email you a recording of it.