Home Why Unicom Services Helpzone Blog Contact Email Login COVID-19 Info Customer Zone Energy Complaints Procedure Energy Complaints Procedure We will always try and do everything we can to ensure that you are completely satisfied, but we understand that problems can sometimes arise. To ensure your complaint is resolved quickly and to your satisfaction, we have put together the following complaints procedure. The best way to get a complaint resolved quickly is to call us on 0161 946 4444 to speak to our Customer Service advisors. If you can’t call us, you can email us at info@switchingon.com or write to the Customer Services Team, Unicom, No. 1 Dovecote, Old Hall Road, Sale, M33 2GS. Step 1 Our Customer Service Advisors have been empowered to resolve complaints on the first call whenever they can. If you have written to us, we may need to contact you by phone to obtain more information before we can investigate your complaint. We may need to speak to a third party, such as a wholesaler, before we can resolve your complaint, but we’ll keep you updated on our progress if we need to do this. If our Customer Services Team can’t resolve your complaint, it will be passed to our Customer Resolution Team. Step 2 The Customer Resolution Team will acknowledge your complaint before conducting a full review and completing further investigations if needed. They’ll get back to you either on the phone or in writing. Step 3 If you’re still unhappy after we’ve completed our review and investigation, or your complaint isn’t resolved after 8 weeks, you can ask Ombudsman Services: Energy to help. The Ombudsman Services: Energy is an independent alternative dispute resolution scheme. You can visit www.ombudsman-services.org to find out more, or contact them on 0330 440 1624. Terms & Policies Treating Customers Fairly Cookie Policy Acceptable Use Policy Privacy Policy Number Portability Compensation Terms and Pricing Emergencies Site Map Treating Vulnerable Customers Fairly Policy Coronavirus and Critical Sectors Policy Complaints Our Commitment to You Unicom Complaints Procedure Telecoms Complaints Energy Complaints Water Complaints Contact us Head Office Unicom, No. 1 Dovecote, Old Hall Road, Sale M33 2GS Contact us Media enquiries Verastar Ltd trading as Unicom. Registered in England & Wales No: 3667643 Vat. Registration No. 945 795467. Registered office: No. 1 Dovecote, Old Hall Road, Sale M33 2GS.