ADR Complaints Policy
Unyfi endeavours to ensure all customers receive the best possible service whilst always striving to improve. If however you are not satisfied with the level of service received by us, you can log a complaint with the ADR Complaints Policy. We will endeavour to resolve any complaint in a timely fashion and are committed to treating all complainants courteously and fairly.
If you determine that you have cause to complain, this page will advise how to:
- Log a complaint
- The process we are committed to undertake to ensure your complaint is dealt with promptly and fairly
- You have several options if you are not satisfied with our response
How to contact us
If you are not satisfied with our level of service, please get in touch and we will endeavour to resolve the issue as quickly as possible. You can log your complaint and request updates via any of the three below channels:
Phone: 0330 223 2093
Post: Customer Service, UNYFI, 6 Lower Park Row, Bristol, BS1 5BJ
Complaints handling procedure – micro businesses
Our complaints handling procedure is also available by email or free by post on request.
- At Unyfi we will always aim to resolve any complaint as quickly as possible. We will promptly acknowledge your complaint in writing, no later than five working days after receiving it.
- We will regularly update you on the progress of the query and the steps we are taking to address your complaint. If we cannot resolve your complaint within four weeks we will contact you to explain that we are still endeavouring to resolve your complaint. You are welcome to contact us at any point to check the progress of the complaint.
- If we cannot resolve your complaint and achieve a resolution, we will issue you a deadlock letter that outlines the available options for you. If, you are a microbusiness* customer and you have received a deadlock letter from us, you also have the right to refer your complaint to the Energy Ombudsman (https://www.ombudsman-services.org/complain-now) Ofgem approves the Energy Ombudsman – the UK gas and electricity regulator – to independently handle energy disputes between microbusinesses and Third Party Intermediaries. The service is impartial and free
- If we cannot resolve your complaint within 8 weeks you will be issued with a 8 week letter detailing the options available to you. If, you are a microbusiness* customer and you have received a deadlock letter from us, you also have the right to refer your complaint to the Energy Ombudsman (https://www.ombudsman-services.org/complain-now) Ofgem approves the Energy Ombudsman – the UK gas and electricity regulator – to independently handle energy disputes between microbusinesses and Third Party Intermediaries. The service is impartial and free.
Independent advice – Contact details for the Ombudsman are below
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Here at Unyfi we endeavour to deal with all complaints promptly, courteously and respectfully. We always strive for the highest levels of service, however mistakes can happen. If it becomes clear that there was fair reason to complain, you can expect one or a combination of the below:
- An apology
- A full explanation
- Remedial action
- A gesture of goodwill
- Compensation where applicable
Definition of a micro business
A micro-business must meet one of the following criteria:
- Has fewer than 10 full-time equivalent employees and an annual turnover or annual balance sheet total of less than €2 million a year
- OR Uses less than 293,000 kWh of gas per annum
- OR Uses less than 100,000 kWh of electricity per annum