Complaints
At Time2Switch we are passionate about providing a great level of service that is straight forward and transparent. On occasion things may go wrong, and if they do, we want to hear from you so that we can have an opportunity to put things right, as well as allowing us to improve the service we provide in the future.
Complaints Process
If you have any concerns with the service from Time2Switch, please contact us. We will investigate for you and ensure that there is an outcome.
- Please get in touch via our complaints email address shown opposite
- Provide us with your name and full business address, including telephone number, email address and a brief description of your concerns and the outcome you which to achieve.
- Our complaints team will investigate your concerns and provide you a resolution within 10 days. If your concerns are related to an energy contract then we will record this and provide you with a unique reference number. In the event Time2Switch need to contact a 3rd party this may impact our resolution times.
- Once the investigation is complete we will provide you with an outcome.
- If you disagree with the outcome the issue will be re-looked at and a response will be given within the a further 10 working days.
- In the event there is no satisfactory resolution after 8 weeks, Time2Switch will provide you a deadlock letter, this will confirm we have failed to come to an agreement and you have dismissed our decision. Once you have received this letter you are entitled to contact the Ombudsman to raise a complaint.
Complaint Contact Details
Ombudsman
If you are a microbusiness, you are entitled to take your complaint to the Ombudsman should your complaint not be resolved either eight weeks after your complaint was first made to us or once you have received a deadlock letter from us.
The Ombudsman’s services are impartial, and the service is free.