All complaints must be made in writing in the first instance, either, to the postal address provided above or via email to info@fortisenergy.co.uk . Please ensure the subject line of your email includes the title “Complaint”, your company name and the date as this will help us to action your complaint as quickly as possible. Future correspondence will be made via either email or telephone, but all verbal correspondence will be followed up in writing via email.
Fortis Energy Ltd would like to reassure our clients that all complaints will be handled with the utmost courtesy and respect.
Fortis Energy Ltd will respond to client complaints within 5 working days and will endeavour to have complaints resolved within 20 working days. If the complaint is resolved and it is found that Fortis Energy Ltd is at fault, the client is likely to receive one of the following, depending on the severity, a written apology, goodwill gesture or financial compensation.
Fortis Energy Ltd will keep a record of all client complaints received; this will include all relevant details such as dates the complaint was received.
If, for any reason, Fortis Energy Ltd is unable to resolve a client’s complaint directly then it can be referred to the Ombudsman Services by the client. This can either be done when a deadlock letter is received by the client from Fortis Energy Ltd or if the complaint remains unresolved after 8 weeks of it being made. All referrals must be made within 12 months of either the date on the deadlock letter or the date the complaint was made if it has been left unresolved by Fortis Energy Ltd directly. In the event of referral to the Ombudsman, all services provided by them will be free and impartial.
Contact details for Ombudsman Service:
Name: Energy Ombudsman
Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org
Fortis Energy welcome any feedback, we are committed to continually improving our service and in turn our clients’ experiences with us.
Fortis Energy Ltd, Fortis House, Westridge Business Park, Ryde, Isle of Wight, PO33 1QT
Tel: (01983) 817700 Fax: (01983) 615185
Fortis Energy is a limited liability company registered in England number: 06960853
Vat registration number: 100369457