We are committed to offering the very best in customer service. However, we know that things do sometimes go wrong.
- If your complaint is related to a service you received from Pozitive Energy, please call our Customer Care Team on 0333 370 9900, send an email to email@example.com or raise a complaint via Enalytics.
- If your complaint is related to a service you received from a Third Party Intermediary (TPI), please contract them to resolve your complaint or refer to Your rights section on how to escalate your complaint.
- If your complaint about our service has not been resolved to your satisfaction, then you can raise the matter with our Complaints Team, who will undertake an independent internal review.
- Please be aware that our Complaints Team can only assist with matters that our Customer Care Team have dealt with first. You can contact our Complaints Team by emailing firstname.lastname@example.org.
If you are a domestic or microbusiness customer, and have not received a satisfactory response from us and reached a ‘deadlock’ or eight weeks have passed since you first registered your complaint, you can contact Ombudsman Services: Energy for their impartial review https://www.ombudsman-services.org/energy.html of your complaint Any decision they make will be binding on us, but not on you, so you can seek further advice if you wish to.
If you are a microbusiness customer, and signed up with Pozitive Energy following a recommendation from a Third Party Intermediary (TPI) and you’re unable to resolve your complaint with them, you can contract you can contact Ombudsman Services: Energy for their impartial review https://www.ombudsman-services.org/energy.html of your complaint.
Independent advice is available to domestic and microbusiness customers at any stage from Citizens Advice. Contact Citizens Advice if you need help with an energy problem – for example with your bills or meters, or if you’re struggling to pay for the energy you use.
Go to https://www.citizensadvice.org.uk/consumer/energy/energy-supply/ if you are based in England & Wales or https://www.citizensadvice.org.uk/scotland/consumer/energy/energy-supply/ if you are based in Scotland.
Or call their consumer service free on 0808 223 1133.