We take complaints seriously.
If something has gone wrong, we want to know about it and fix it. Every complaint is handled with courtesy and respect, and used as an opportunity to improve.
Our commitment to you
All complaints are treated seriously, fairly and confidentially. You can raise a complaint by phone, by email or in writing — whichever is easiest for you. We keep a record of every complaint we receive, including the date received, the details of the issue, all correspondence and the outcome, so we can learn from feedback and continuously improve our service.
A copy of this complaints procedure is available free of charge by email or post on request.
Step 1 — Contact us directly
In the first instance, please contact us directly. We aim to acknowledge all complaints within 2 working days and provide a full response within 10 working days. You can contact us by phone, email or post.
Contact methods for complaints
- Email: complaints@astonenergy.co.uk
- Phone: +44 20 3355 2506
- Post: Complaints Team, Aston Energy, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Please include: your name, company name (if applicable), contact details, a description of your complaint, and any relevant contract or account reference numbers.
Step 2 — Our investigation
Once we receive your complaint, a senior member of our team will investigate fully. We will keep you informed throughout the process and aim to resolve all complaints within 8 weeks. Where appropriate, a resolution may include an apology, an explanation, corrective action, a goodwill gesture or compensation. If we are unable to resolve your complaint to your satisfaction within 8 weeks, we will issue a final response (deadlock) letter explaining our position and confirming your right to escalate.
Step 3 — Escalate to the Energy Ombudsman
If you remain dissatisfied after receiving our final response, or if 8 weeks have passed without resolution, you have the right to escalate your complaint to our approved Alternative Dispute Resolution (ADR) scheme — the Energy Ombudsman. The Energy Ombudsman is independent and impartial, and the service is free for you to use. Their decision is binding on us.
Energy Ombudsman contact
- Website: energyombudsman.org/complain
- Email: enquiry@energyombudsman.org
- Phone: 0330 440 1624
- Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
The Energy Ombudsman can only investigate complaints that have already been through our internal complaints process, or where 8 weeks have passed without resolution.
Aston Energy is a registered member of the Energy Ombudsman Broker ADR Scheme. Aston Energy is the trading name of Radius Services Group Ltd, registered in England & Wales.