Complaints Policy

At Open Power, we are committed to delivering an exceptional level of service and are continually looking for ways to improve.

We treat all customers who wish to raise a complaint with courtesy and respect, and we will make every effort to address your concerns as quickly as possible.

In any event, we aim to provide a resolution no later than 8 weeks from the date your complaint is received.

All complaints are recorded and allocated a unique reference number, which you can quote in any correspondence with us.

Contact

  • Telephone: 0161 564 6183
  • Email: help@open-power.co.uk
  • Post: Renold Building 81, Sackville Street, Manchester, England, M1 3NJ

Stage 1

If something has gone wrong, or you are dissatisfied with the service you have received, please contact us at the earliest opportunity so we can investigate and put matters right as soon as possible.

Stage 2

If you remain unhappy with the outcome provided at Stage 1, you may escalate your complaint to a Quality Assurance Officer for further review.

If you are a small business and your complaint relates to the energy services we provide, you may also be able to refer your complaint to the Energy Ombudsman.

You can usually do this if we have not resolved your complaint within 8 weeks of it being raised, or if you are dissatisfied with our final response (for example, if you have received a deadlock letter).

Energy Ombudsman

The Energy Ombudsman’s service is free and independent. You can contact them via their website, by phone, email, or post.

Businesses with fewer than 50 employees and an annual turnover of £6.5 million or a balance sheet total of £5 million; or an annual electricity consumption of 200,000 kWh; or an annual gas consumption of 500,000 kWh may be eligible to use the Energy Ombudsman service.