- Queries
- Complaints
Queries and Issues
Here at Voltx Power it is important to us that all our customers experience a great customer service. If, for any unfortunate reason, you experience
substandard service, we have a dedicated team to resolve any queries or issues you may face.
On the first instance when you contact us for any issue; our highly trained team will log your query and provide you with a unique query reference
number and the SLA for your query. Once you have been provided this information, you will also see the case handler for your query, this person will
keep you updated throughout the investigation and finally provide you the resolution.
If you are still unhappy with the resolution, you can dispute this with the team and they can complete a further review including your reasons for
dispute. Should necessary investigation be required, a manager will review your query and make the needed adjustments to solve it as quickly as
possible.
We hope the above process resolves most of the issues/complaints However, If you still feel we haven’t dealt with them as you expected after the
further review, please escalate to our complaints handler.
How to log a query or issue
You can contact our dedicated team on support@voltxpower.co.uk or give them a call on +44 1908 772312
Feedback
For our staff members to be recognized for their splendid work, it is especially important to us that we receive feedback from all our customers
regarding our customer service and how we resolved your query or issue. This is also useful, if improvements are required, thus we can make
necessary changes and improve our services.
If you have time to provide us feedback, we will highly appreciate your time to either send us your feedback on support@voltxpower.co.uk or you can
provide us your feedback via our trust pilot page
What is a complaint?
A complaint is any contact form with a customer or potential customer who is dissatisfied with any part of our service.
On our complaint page you can find the following:
• The steps taken to resolve your complaint
• Citizens Advice Consumer Service
• Ombudsman Services
How you can contact us?
We will do our best to be transparent and follow procedures which would be simple and easy for our customers to understand. If for any reason, you still have complaints, you can follow our 3 step Complaint procedure:
• Speak with our representative on +44 1908 772312
• If you are still unhappy, then our representative will hand over your complaint to a member of the team that can help.
• If your complaint is still not resolved, please send an email to support@voltxpower.co.uk or write to Complaints lead, Voltx Power Ltd. Luminous House, 300 South Row, Milton Keynes MK9 2FR, United Kingdom
Steps to resolving your complaint
Our customer service team are trained in putting things right for our customers as soon as possible. If they can’t, they will connect you to a member of the team who will do their best to fix the problem for you. If your complaint has not been handled to your satisfaction after speaking with the team, please email or write to Voltx Power with all correspondence and information supporting your complaint. We will try our best to resolve your complaint within eight weeks. If you have not had your complaint within eight weeks, you can refer your complaint to the Energy Ombudsman.
Citizens Advice Consumer Service
The Citizens Advice Consumer Service provide impartial and independent advice. They will inform you of your rights as an energy consumer. If you are having any consumer issues please visit https://www.citizensadvice.org.uk/energy/, you can find all relevant information in regards to complaint handling and all information about paying and looking for an energy plan. Alternatively, you can contact the Citizens Advice Consumer Service on 0345 404 0506. You are eligible to contact the Citizens Advice Consumer Service at any time during your complaint process.
Energy Ombudsman
As a customer, you can refer your complaint to the Energy Ombudsman if it has not been handled within eight weeks of the start of your complaint. However, if the incorrect complaints procedure has been made Energy Ombudsman can refer you back to Voltx Power Ltd.
- Phone: 0330 440 1624
- Address: PO Box 966 Warrington WA4 9DF
- Website: www.energyombudsman.org
- Email: enquiry@energyombudsman.org
