At Optima Energy Services Ltd (Optima), we are committed to providing the highest levels of service to our clients.
However, we recognise that occasionally we may not be able to achieve this in every respect, and therefore we have in place a Complaints Procedure to ensure that this is dealt with fairly, efficiently, and respectfully to ensure that your concerns can be addressed and resolved. If you feel there is a need to complain, please let us know.
Our Complaints Procedure is set out below, and this includes a summary of your rights to refer your complaint to the Ombudsman should you not be satisfied with the outcome following our review of your complaint.
Your complaint should be emailed to firstname.lastname@example.org, posted to the address shown at the bottom of this page, or raised directly with your Account Manager. Please ensure that it is clearly labelled as a matter of complaint and that as much supporting information is included as possible.
A Complaint Manager will be assigned to deal with your complaint. Where possible your assigned Complaint Manager will be someone other than your Account Manager or previous point of contact with us.
The Complaint Manager will contact you within five working days to introduce themselves and to acknowledge that your complaint has been received and is being investigated. If we require further information, we may request this at this stage or during the investigation.
Subsequently, your Complaint Manager will let you know the outcome of our investigation, within ten working days of the acknowledgement of the complaint.
If you feel our response following the investigation has not resolved the complaint or you do not accept our decision, you should confirm this in writing; within ten working days of the Complaint Manager presenting the conclusion of our investigation, and request that we escalate your complaint.
A further review of the complaint will then be undertaken by a Director. We may ask you for further additional information, documentation and/or clarification of issues raised.
We will inform you of the outcome of the further review within ten working days of your confirmation that you do not accept our initial decision.
If at this point you choose to reject our escalated response, we will send you a deadlock letter. This letter confirms that you have rejected our final decision regarding your complaint. Once you receive this letter you are entitled to refer your complaint to the Ombudsman.
Regardless of what stage has been reached in the above process, we will write to you within eight weeks to inform you that you are then entitled to refer your complaint to the Ombudsman.
In the event that our investigation does conclude that Optima’s service has fallen short of where it should be, then, of course, we’ll do everything we can to put it right; which, if appropriate, could include an official apology, goodwill gesture and/or compensation. Where a process is identified to be lacking, we’ll include it for review as part of our commitment to continuous improvement.
If you are a micro-business you are entitled to refer your complaint to the Ombudsman should your complaint not be resolved either within eight weeks of your complaint first being notified to us, or after you have received a deadlock letter from us, whichever is sooner.
Micro-businesses are defined as a business that either:
employs fewer than 10 employees (or full-time equivalent) and has an annual turnover or balance sheet no greater than €2 million;
uses up to 100,000 kWh of electricity per year;
uses up to 293,000 kWh of gas per year.
The Ombudsman is an independent body that decides the outcome of disputes between us and our micro-business customers. The Ombudsman service is impartial and free for you to use.
If you accept the Energy Ombudsman’s decision we must then honour that decision. You are not though bound to accept the Energy Ombudsman’s decision and instead may choose to take other action such as litigation.
The Ombudsman’s contact details:
Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday)
Post: Ombudsman Services, Energy, PO Box 966, Warrington, WA4 9DF
Other ways to receive this Complaints Procedure
If required, you can request a copy of this procedure by e-mail or post by letting us know and providing your relevant contact details. You can contact us using any of the methods shown below.
Optima Energy Services Ltd
1 Devon Way
+44 (0) 121 222 5617