Complaints Policy

1. Our Commitment

Zynergy aims to resolve complaints promptly. We will treat you with respect, investigate impartially, and respond within specified timeframes.

2. How to Complain

You can contact us via:

Email: resolutions@zynergy.uk
Phone: 0161 883 7276 (Mon–Fri: 9am–5pm)

Please provide:

Your name, business name, contact info
Details of your complaint
Copies of relevant correspondence

3. What Happens Next

Acknowledgement: We’ll acknowledge your complaint within 5 business days.
Investigation: A designated Complaints Officer will handle your case, reviewing it fully and objectively.
Our Response: You’ll receive a formal response within 14 business days.

4. Escalation & ADR Referral

If you’re unsatisfied with our resolution, or we haven’t resolved the complaint within 8 weeks, we’ll inform you in writing. You can then refer the matter free of charge to the Energy Ombudsman, an independent ADR provider.

Contact details:

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

5. Who Can Use The ADR

This scheme is available to microbusinesses meeting at least two of:
<10 employees
Premises <10,000 m²
Turnover (or annual balance sheet) ≤ €2 million

If you’re not eligible, we’ll explain alternative dispute resolution options.

6. Cost

There is no cost to you for our complaints process or ADR referral. Zynergy Power covers all applicable ADR fees.

7. Record Keeping & GDPR

We will securely retain all complaint records for 6 years, in line with GDPR and ICO guidelines. These records are used solely for complaint handling, analysis, and service improvement.

8. Continuous Improvement

We log, review, and use complaints data to continually improve our services and customer experience.