Complaints Policy

 Please contact us if you are unhappy with any aspect of our service

Click here to download a copy of the policy

What is a complaint?

Adalta Energy are committed to providing an exceptional level of customer service to all of our partners and welcome  your feedback to support continuous improvement. If you are unhappy with the service you have received from Adalta Energy and wish to log this formally then please follow our complaints process.


A complaint is any expression of dissatisfaction from a client, or prospective client, with respect to the level of service provided by Adalta Energy.


Complaints process

If you are dissatisfied with any aspect of the service you receive from Adalta Energy and wish to raise a complaint then please contact us by email or telephone using the details or links below;


email: enquiries@adaltaenergy.co.uk


telephone: 07485 584037


Adalta Energy treat all complaints seriously and will always endeavour to resolve an issue promptly. Complaint details will initially be logged and acknowledged within 2 working days while we continue to review the details.


Once we have a full understanding of the issue we will strive to bring complaints to resolution within 28 working days. In some circumstances this may not be possible and, in such cases, we will continue to you/your business on progress.


Clients/prospective clients will be formally notified upon resolution of a complaint to formally acknowledge closure along with an explanation and apology where any complaint is upheld. Further details may also be provided of any corrective measures that are being taken to address the root cause of the issue.


Microbusiness customers (from December 2022)

From the 1st December 2022, all microbusiness customers will be able to escalate complaints to Ombudsman Services as part of the Alternative Dispute Resolution (ADR) process whereby; either 8 weeks have elapsed from the date of the complaint, or there is deadlock on dispute resolution. 


The ADR process is impartial and free to use. Contact details as below;


Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

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