Complaints policy
We take complaints seriously. If something has gone wrong, here is how to tell us and what we will do about it.
Email us at info@gotthebill.com with a description of your complaint. You can also write to us at Got The Bill Ltd, 71-75 Shelton Street, London, WC2H 9JQ. We aim to acknowledge all complaints within two business days and resolve them within ten business days. A copy of this policy is available free of charge by email or post on request.
What happens when you make a complaint
Every complaint is handled with courtesy and respect, whether it arrives by email or post, and we use what we learn from complaints to keep improving our service.
Acknowledgement
We will acknowledge your complaint by email within two business days of receiving it. You will receive a complaint reference number, the date it was logged, and confirmation of who is handling it.
Investigation
We will review the details of your complaint and investigate what happened. If we need further information from you, we will ask promptly so the process is not delayed.
Resolution
We will respond with our findings and any action we are taking within ten business days. Where a complaint is upheld, resolution can include an apology, putting things right, a goodwill gesture, or compensation where appropriate. For complex complaints this may take longer, in which case we will keep you updated on progress.
Senior review
If you are not satisfied with our response, let us know and your complaint will be reviewed again at director level, with a fresh look at the issue and any alternative ways to resolve it.
Escalating to the Energy Ombudsman
Got The Bill arranges energy switching for both homes and businesses. Our business energy service operates as a third party intermediary (TPI), and for that service Got The Bill Ltd is a member of the Energy Ombudsman's Alternative Dispute Resolution (ADR) scheme for energy brokers.
If you have a complaint about our energy broking service, follow the process above first. If eight weeks have passed since you first raised your complaint with us, or we have issued you a deadlock letter confirming that we cannot reach a resolution together, you can refer your complaint to the Energy Ombudsman. Their service is free, independent, and impartial.
The Ombudsman will ask you for the details of your complaint and any supporting information, then ask us for the same, and consider everything to reach a conclusion. Resolutions can include an apology, an explanation of what went wrong, practical action to correct the problem, or a financial award. You can choose to reject their decision, but if you accept it, we are bound to act on it.
Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org
Phone: 0330 440 1624 (Monday to Friday 8am to 8pm, Saturday 9am to 1pm)
Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
The broker scheme covers eligible microbusiness and small business energy customers, with eligibility criteria set by the Energy Ombudsman and available on their website. If you are a home energy customer, complaints about our service follow the process above, and unresolved complaints about your energy supplier itself can usually be taken to the Energy Ombudsman directly, as set out in the next section.
If your complaint is about a provider
Got The Bill is a comparison and switching service covering energy, broadband, and mobile. If your complaint relates to the service, billing, or product of a provider you switched to through us, that complaint should be raised with the provider first through their own complaints process.
We are not responsible for the products or services offered by third-party providers. However, if you are struggling to resolve a complaint with a provider and need help finding the right channel, get in touch and we will point you in the right direction.
For regulated complaint escalation in the UK: unresolved complaints about an energy supplier can usually be taken to the Energy Ombudsman free of charge, generally once eight weeks have passed or the supplier issues a deadlock letter. For broadband and phone complaints, every regulated provider belongs to one of two Ofcom-approved ADR schemes, the Communications Ombudsman or CISAS, and your provider will confirm which scheme covers you.
Common questions
Email info@gotthebill.com with a description of your complaint. We will acknowledge it within two business days and aim to resolve it within ten business days.
Complaints about a provider's service or billing should go directly to that provider first. If you are stuck, contact us and we will help you find the right complaints channel. Unresolved energy supplier complaints can usually be taken to the Energy Ombudsman. For broadband and phone complaints, your provider belongs to one of two Ofcom-approved ADR schemes, the Communications Ombudsman or CISAS, and will confirm which one covers you.
Yes. Got The Bill Ltd is a member of the Energy Ombudsman's ADR scheme for energy brokers. If eight weeks have passed since you first raised your complaint, or we have issued a deadlock letter, you can refer it to the Energy Ombudsman free of charge. If they make a decision and you accept it, we are bound to act on it.
We acknowledge complaints within two business days and aim to resolve them within ten business days. Complex complaints may take longer and we will keep you updated if that is the case.
If you are not satisfied with our response, let us know and your complaint will be reviewed again at director level. We will not close a complaint if you have a genuine outstanding concern. For business energy broking complaints, once eight weeks have passed or a deadlock letter has been issued, you can also take your complaint to the Energy Ombudsman.
Ready to make a complaint?
Email us directly or use our contact page and we will get back to you within two business days.
Contact us