Energy Brokers

Complaints and disputes resolution

At Penta Solutions, we are dedicated to delivering exceptional customer service and highly value your feedback on how we can enhance our service standards. We acknowledge that we may not always get everything right, and if you encounter any issues with your account or are dissatisfied with the service you have received, please inform us by following the procedure outlined in our 'Complaints Handling Procedure' document.

 

Throughout the procedure, potential remedies may include: An apology, an explanation, the taking of appropriate remedial action and /or the award of compensation in appropriate circumstances.

 

Important information about the Alternative Dispute Resolution (ADR) scheme

 

As you may be aware, the introduction of new regulations regarding microbusiness customers means there is a new requirement for suppliers to only work with TPIs, Brokers and Sub-Brokers who are signed up to the Alternative Dispute Resolution (ADR) scheme. This is a new scheme managed by Ombudsman Services whereby any TPI (including Aggregators and their Sub-Brokers) who service microbusinesses will need to register with the scheme by the 31st August 2022 to ensure the registration is active by the 1st December 2022. More information regarding the scheme can be found here.

 

We always aim to resolve complaints promptly and professionally and provide clear and honest information to our customers.    

 

> View/download a full copy of our ‘Complaints Handling Procedure’

 

> To obtain a copy of the Procedure document in other formats, free of charge, please contact us

 

Get in touch

If you would like to know more about how we can help your business, here's how to contact us via phone and email