Complaints - Your Switch

Complaints Procedure

At Your Switch, we’re committed to providing excellent service to all our customers. However, if something goes wrong, we want to know so we can make it right. Your feedback helps us improve.

Step 1: Contact Us

If you’re unhappy with our service, please get in touch as soon as possible so we can resolve the issue quickly.

You can contact us:
- Email: complaints@your-switch.co.uk
- Post: Complaints Department, Your Switch, Prospect House, Suite 33, Featherstall Road South, Oldham, Greater Manchester, OL9 6HT

Please provide the following details:
- Your full name and address
- Account number (if applicable)
- Description of the issue
- What you would like us to do to resolve the problem

Step 2: Our Response

We aim to:
- Acknowledge your complaint within 5 working days
- Provide a resolution or update within 21 working days

If your complaint is complex, we may need more time to investigate. If so, we’ll keep you informed every step of the way.

Step 3: Escalation

If you’re not satisfied with the outcome, you can request for your complaint to be escalated to a senior member of our team for further review.

Step 4: Independent Review

If after 8 weeks your complaint remains unresolved or you’re still not satisfied with our final response, you can refer your complaint to the Energy Ombudsman.

Contact the Energy Ombudsman:
- Website: www.energyombudsman.org
- Phone: 0330 440 1624
- Email: enquiry@energyombudsman.org
- Post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

This service is free, impartial, and available to all domestic and microbusiness customers.

Keeping Records

We’ll retain a record of your complaint and all communications for monitoring, auditing, and training purposes.