Please contact us by email, telephone or post. Email: complaints@balearicrenewables.co.uk Telephone: 0191 364 0125 Post: Unit 2.31, One Trinity Green, Eldon Street, South Shields, NE33 1SA. Our customer relations team are available business days 9am to 5pm. Click HERE to contact us now.

We will within two working days of receiving your complaint send you an acknowledgement. In doing so we shall inform you of the designated complaint manager who will deal with your complaint throughout the process. Where possible your designated complaint manager will be someone other than your previous main point of contact with us.

Your designated complaint manager may contact you seeking additional information, documentation or clarification as to issues raised.

Within ten working days of the acknowledgement of the complaint we will let you know the outcome of our investigation. Should we be unable to let you have our decision within that ten working day period we update you as to progress and a revised anticipated date for providing our decision.

We ask that within ten working days of you receiving our decision you let us know whether or not you accept our decision. If you do not accept our decision then it will be helpful if you say. If you do not accept our decision then it will help if you provide copies of any additional documents and information that will assist in our review of the initial investigation.

Should you not accept our initial decision and you ask us to review that decision we will carry out a review. Again we hope to inform you of the outcome of that review within ten working days of you telling us your decision. Similar to the initial decision process in the event we do not anticipate letting you have our decision within ten working days we will update you as to a revised decision date. We may also during that decision review again ask you for additional information, documentation and or clarification of issues raised.

Whatever stage has been reached in the above process eight weeks after we first received your complaint we shall send you an eight week letter. Once you have received that letter you are entitled to complain to the Ombudsman, more details as to that step are below.

If you chose to reject our decision (whether the original decision or a revised decision) we will send you a deadlock letter. This letter confirms that you have rejected our decision as to your complaint. Once you receive this letter you are entitled to complain to the Ombudsman.

If you are a micro business you are entitled to take your complaint to the Ombudsman should your complaint not be resolved either eight weeks after the complaint was first made to us or once you have received a deadlock letter from us, whichever is sooner. The Ombudsman is an independent body that decides the outcome of disputes between us and our micro business customers. There is no charge to you for the Ombudsman’s services. If you accept the Energy Ombudsman’s decision we must then honour that decision. You are not though bound to accept the Energy Ombudsman’s decision and instead may choose to take other action such as litigation. The Ombudsman’s contact details: Email: enquiry@ombudsman-services.org Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday) Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF Website: www.ombudsman-services.org

Ombudsman Services can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached. Ombudsman Services is impartial and free to use. Ombudsman Services can be contacted in the following way:

• Name: Energy Ombudsman
• Website: www.energyombudsman.org
• Email: enquiry@energyombudsman.org
• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
• Post:
         Energy Ombudsman
         P.O. Box 966
         Warrington, WA4 9DF

If you need independent and practical advice you can also contact the Citizens Advice Bureau. This service gives you free, confidential and impartial advice. Website: www.citizensadvice.org.uk