Complaints Procedure

Last updated: 14/1/2026

Sustainability Energy Ltd. is committed to providing a high standard of service. We recognise, however, that occasionally things may not go as expected. This Complaints Procedure explains how you can raise a concern and how we will handle it.

1. Our Commitment

We aim to:

  • Handle complaints fairly, transparently, and promptly

  • Investigate issues thoroughly

  • Learn from complaints to improve our services

All complaints are taken seriously and will not affect your ability to use our services.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about the service provided by Sustainability Energy Ltd., whether justified or not, which requires a response or resolution.

This may include concerns relating to:

  • Our advice or service delivery

  • Communication or conduct

  • Fees, charges, or commission disclosure

  • Delays or administrative issues

3. How to Make a Complaint

You can raise a complaint in any of the following ways:

By email:
📧 complaints@sustainabilityenergy.co.uk

By post:
Complaints Manager
Sustainability Energy Ltd.
[Insert Registered Address]

To help us investigate, please include:

  • Your name and company name

  • Contact details

  • A clear description of the issue

  • Relevant dates, documents, or references

4. Our Complaints Handling Process

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 5 working days, confirming who is handling your case.

Step 2: Investigation

Your complaint will be reviewed by a senior member of the team who was not directly involved in the matter where possible. We may contact you for further information.

Step 3: Response

We aim to provide a full written response within 20 working days of acknowledgement. If we need more time, we will explain why and provide an updated timescale.

5. Our Response

Our response will:

  • Summarise your complaint

  • Outline our findings

  • Confirm any actions taken or proposed

  • Explain next steps if you remain dissatisfied

Where appropriate, we may offer:

  • An apology

  • Corrective action

  • Service clarification

6. Escalation

If you are not satisfied with our response, you may request an escalation by replying to our response within 14 days, explaining why you remain dissatisfied.

Your complaint will then be reviewed by a Director of Sustainability Energy Ltd., and a final response will be issued.

7. Third-Party Suppliers

Where your complaint relates to a third-party supplier introduced by us:

  • We will assist in liaising with the supplier where appropriate

  • Responsibility for resolution may sit with the supplier under their own complaints process

We will clearly explain where responsibility lies.

8. Record Keeping

We maintain a record of all complaints received, outcomes, and any remedial actions taken. This helps us improve our services and ensure consistent handling.

9. Data Protection

All personal data provided during the complaints process will be handled in accordance with our Privacy Policy and applicable data protection legislation.

10. Changes to This Procedure

We may update this Complaints Procedure from time to time. The most recent version will always be available on our website.

11. Contact Details

If you have any questions about this Complaints Procedure, please contact:

Sustainability Energy Ltd.
📧 complaints@sustainabilityenergy.co.uk
📞 0345 548 2122