Complaints Procedure

If you feel you have received an unsatisfactory service in any way, please do not hesitate to
contact our customer services team with details of any complaints:

Telehone: 0808 208 1009
Post: Customer Complaints Department, Rightio Ltd, Radclyffe House,
66-68 Hagley Road, Birmingham, B16 8PF


Of course our Customer Services team will endeavour to solve all customer issues
highlighted immediately, but this is not always possible to do so due to different factors
that can arise during a customer complaint.

During the initial contact with our team – We will listen to your complaint in detail before
conducting an investigation. We promise to give you an explanation to our investigation,
either by telephone or in writing. Any resolution will be appropriate to the event in question.
Our Customer Service office hours are: Monday to Friday 9am – 6pm

If you need more advice

The Citizens Advice consumer service provides free, confidential and impartial advice on
consumer issues and can be contacted at any stage of the complaint process.

Visit, call the Citizens Advice consumer helpline on 03454 04 05 06
or complete their online web form.

The document produced by the Citizens Advice service provides more information about
where energy consumers can get free independent information and advice about their
experience with the company – often the Citizens Advise service will offer to call into the
company on your behalf and discuss any outstanding issues with the service.

If your complaint is unresolved after 8 weeks

If the correct procedure outlined above has been undertaken, and we have not resolved
any outstanding issues or complaints brought to the company initially – or we have issued you with a final
response letter you have the right to refer any outstanding complaint to the Ombudsman
Services below.

Ombudsman Services:

The Ombudsman is there to help resolve disputes between suppliers and their customers.
It’s free to use their services and they are totally independent – they do not take sides and
make their decision based only on the information available. If you agree with their
decision, we have to act on what they say. This may mean we have to apologise, explain
what has gone wrong, correct the problem or give you a financial award.

You can contact the Ombudsman by:

Phone: 0330 440 1624
Textphone: 0330 440 1600
Fax: 0330 440 1625

You’ll find the Ombudsman’s factsheet, which gives you full details of their services
and how they can help, on their website:

Know your rights

It’s easy to get free, independent advice so that you ‘Know your rights’ as a consumer.
You might want to find out how to make a complaint, get advice about the quality of the
services received from a company, or ask for help if you’re struggling to provide all
necessary evidence within a complaint – e.g. Photographic Evidence/Scanned Documents.