Complaints Procedure

K & K Energy Group Ltd – Complaints Procedure

At K & K Energy Group Ltd, we are committed to providing a professional, transparent, and high-quality service to all of our customers. We take complaints seriously and aim to resolve concerns fairly, promptly, and efficiently. This Complaints Procedure explains how customers can raise concerns and how we will handle complaints.

1. How to Make a Complaint

If you are dissatisfied with any aspect of our service, you can contact us using the details below:

Phone: 0203 871 7300
Email: info@kandkenergygroup.co.uk
Business Hours: Monday to Friday, 9:00 AM – 5:30 PM

• Your name and business name
• Contact details
• Details of your complaint
• Relevant account or contract information
• Any supporting documents where applicable

2. Complaint Handling Process

Step 1 – Acknowledgement
We aim to acknowledge complaints within 5 working days of receiving them.

Step 2 – Investigation
Your complaint will be reviewed by the appropriate member of our team. We may contact you for additional information if required.

Step 3 – Resolution
We aim to provide a full response and resolution as quickly as possible. Where investigations take longer, we will keep you informed of progress.

3. Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint internally, you may have the right to refer the matter to an appropriate Alternative Dispute Resolution (ADR) scheme where applicable and in accordance with Ofgem requirements and UK regulations. We are committed to cooperating with recognised ADR processes to ensure complaints are handled fairly and independently.

• Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached
• Energy Ombudsman is impartial and free to use
• Energy Ombudsman 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

4. Our Commitment

• Treating complaints fairly and professionally
• Handling complaints confidentially
• Keeping customers informed throughout the process
• Using customer feedback to improve our services

5. Contact Details

K & K Energy Group Ltd
Email: info@kandkenergygroup.co.uk
Phone: 0203 871 7300
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM