Complaints and Procedures

Strathclyde energy

Our complaints procedure

We will acknowledge receipt of your complaint, using your preferred method of communication, within three working days.

We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely. Complaints should normally be directed to the member of staff with whom you have been dealing, in order to allow them to explain what actions have been taken and to help resolve your concerns. If you prefer, you may ask for the name of their line manager and direct your complaint to them.

We aim to resolve all customer complaints within 7 days. The length of time will depend on the issues. If it is not possible to reach a prompt conclusion, we will contact you with an explanation, and set out expected timescales by which matters should be resolved.

Any correspondence will be treated in confidence. An exception will be made in the event that a third party is implicated by your complaint, and we need to discuss the details of your issue with them in order to reach a satisfactory conclusion.

We will contact you with the outcome and proposed resolution.

Complaints and Dispute Resolution Information

If you are not satisfied with our response:
You can also contact Dispute Resolution Ombudsman (DRO) directly for independent help with your complaint:

Phone lines are open Monday to Friday, 8am–6pm. Closed on weekends and bank holidays.

Energy Ombudsman

P.O. Box 966, Warrington WA4 9DF

0330 440 1624

enquiry@energyombudsman.org

To provide our customers with peace of mind and to demonstrate our commitment to responsible practices, Strathclyde is registered with the Dispute Resolution Ombudsman (DRO). DRO is an independent not-for-profit organisation, approved by the government to provide alternative dispute resolution services. We follow their Code of Practice, which gives our customers additional protection if things go wrong. To find out more about DRO and how to use their service, visit www.disputeresolutionombudsman.org or call 0333 241 3209.

Terms & Conditions

Terms & Conditions

If you are not entirely satisfied with any aspect of our agreement, please contact us at info@strathclyde-energy.co.uk or call 0800 111 2222. We will try to resolve any issues as quickly as possible and, if necessary, explain how to follow our complaints procedure.
If you remain unhappy with our final response, or if it has been 8 weeks since you first raised your complaint and you are still dissatisfied, you may be entitled to refer your complaint to the Dispute Resolution Ombudsman (DRO), who will investigate your complaint independently. We are bound to follow any decision that they make.
To find out more about DRO and how you may be able to use their dispute resolution service, visit www.disputeresolutionombudsman.org or call 0333 241 3209.

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