Customer Support

Complaints Procedure

We take complaints seriously and aim to handle them promptly, fairly and transparently. If you are dissatisfied with any aspect of our service, please let us know and we will work to resolve your concern.

Our Process

How we handle complaints

We follow a clear, structured process to ensure every complaint is investigated thoroughly and resolved fairly.

Contact Vantage

Customers should contact Vantage first so that we have the opportunity to investigate and resolve their concern. Please use the contact details below.

Investigation

Vantage will acknowledge the complaint, investigate the circumstances, review relevant communications and documentation, work toward a fair resolution, and explain the outcome clearly to the customer.

Final Response

Once the complaint has been investigated, Vantage will provide the customer with its final response where appropriate.

Independent ADR

If you remain unhappy with our final response, or it has been 8 weeks since your first complaint and you remain dissatisfied, you may be entitled to refer your complaint to Dispute Resolution Ombudsman (DRO), who will investigate your complaint independently.

Independent Dispute Resolution

Dispute Resolution Ombudsman

We are bound to follow any decision that they make.

To find out more about DRO and how you might be able to use their dispute resolution service, visit www.disputeresolutionombudsman.org or telephone 0333 241 3209.

ADR Reference

E3615

Scheme

Energy Broker ADR Scheme

Telephone

0333 241 3209

Visit Dispute Resolution Ombudsman