How can I make a complaint?
At RAM Energy, we’re committed to making sure that all our customers receive excellent service from us and we’ll do our best to make sure we get things right first time. However, we know that sometimes we may get things wrong. If we do get something wrong, give us a call and we will do our utmost to put things right for you.
If you do decide to make a complaint about any aspect of our service, rest assured that we’ll take your complaint seriously. We’ll work hard to resolve the problem and use your feedback to improve the way we deliver our services in the future. We’ll also keep you informed about what’s going on throughout the process so that you know what is happening every step of the way.
If your complaint is about a problem with the delivery of your gas or electricity, get in touch with us straight away so we can fix it for you. For further information you can also refer to our Complaints Handling Procedure.
Tell us if you're not happy
If you’re unhappy with our service, the sooner we know about it the sooner we can put it right.
Get in touch with us by:
- Phone: 0800 121 6699
- Email: firstname.lastname@example.org
- Post: RAM Energy, PO Box 10461, Nottingham, NG1 9JS
If we can’t sort out your problem straight away, we’ll aim to get back to you within 10 working days.
If you are still not happy
If you’ve made a complaint and you are not happy about how it’s been resolved, we’ll talk to you about how we can work together to sort it out. You can also ask us to undertake an internal review of how we’re handling your complaint.
We’ll work hard to try and get a result that you’re happy with. But if you’re not, we’ll look into things again and you’ll receive what’s called a ‘final response’ or ‘Deadlock Letter’, which means we haven’t been able to resolve things for you. In the letter, we’ll recap what’s happened and what we’ve suggested. We’ll also give you contact details for the Energy Ombudsman.
To resolve your complaint we will:
- Give you an explanation about what went wrong
- Put things right quickly
- Apologise if we’ve made a mistake
- Offer compensation, if we feel it’s appropriate. As a not-for-profit company we are different to other energy suppliers and will only pay compensation where we or our business partners have caused financial harm.
If you need independent advice
It’s easy to get independent advice about your energy supply. The Citizens Advice consumer service gives free, confidential and impartial advice. You can get in touch with them for advice at any time during the complaints process.
Visit: Citizens Advice
The Energy Ombudsman
If we’ve sent you a final response or it’s been eight weeks since you complained and we still haven’t fixed things, the Energy Ombudsman is your next step. It’s a free, independent service to help resolve complaints about energy suppliers.
They’ll make a decision on your case, to which RAM Energy is bound (not you). You don’t have to accept their decision, but if you do, they’ll tell us what we need to do next. This may mean we have to apologise, explain what’s gone wrong, correct the problem or give you compensation.
You can contact the Energy Ombudsman by:
- Phone: 0330 440 1624
- Textphone: 0330 440 1600
- Fax: 0300 440 1625
- Email: email@example.com
- Post: Ombudsman Service: Energy, PO Box 966, Warrington WA4 9DF
You can find out more about the Energy Ombudsman online.
How can I contact the Citizens Advice consumer service?