Win Energy is committed to providing a fair, transparent and professional service. If something has gone wrong, we want to hear about it and put it right.
The quickest way to resolve any issue is to contact us directly. We aim to acknowledge all complaints within 2 business hours and resolve them within 5 business days.
Please include your name, account details, a description of the issue, and what outcome you are looking for. This helps us resolve your complaint as quickly as possible.
If your complaint is not resolved to your satisfaction at Step 1, you may escalate it as a formal written complaint by emailing contactus@winenergy.co.uk with the subject line "Formal Complaint".
We will issue a formal written acknowledgement within 2 business days and a full written response within 8 weeks. If we are unable to resolve your complaint within 8 weeks, we will write to you to explain why and advise you of your right to refer the matter to the Energy Ombudsman.
If your complaint remains unresolved after 8 weeks, or if you receive a deadlock letter from us, you have the right to refer your complaint to the Energy Ombudsman — an independent, free dispute resolution service.
Energy Ombudsman Contact Details
Win Energy ADR Reference: C35WINE01
Website: www.ombudsman-services.org
Post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: osenquiries@os-energy.org
The Ombudsman's service is free of charge to you. Their decision is binding on Win Energy if you choose to accept it.
Your full name and business name
Contact email or phone number
A clear description of the issue
Relevant dates and any reference numbers
What outcome you are seeking
Any supporting documents or correspondence
Win Energy takes all complaints seriously. Every complaint we receive is reviewed by a senior member of our team. We use complaints as an opportunity to improve our service — and we are committed to resolving every issue fairly, promptly and professionally.
Win Energy Ltd is registered with the Energy Ombudsman under reference C35WINE01 and with the Information Commissioner's Office under reference ZB482044.