Complaints Process

If you are unhappy with any aspect of our service, we encourage you to contact us as soon as possible so we can work towards a prompt and fair resolution.

As part of our commitment to service quality, Emerge Energy operates a structured complaints process to ensure customers can raise concerns, query agreements, or highlight any errors.

Our complaints procedure is designed to ensure that all complaints are handled fairly, confidentially, efficiently, and free of charge.

Step 1 – Informal Resolution

Many issues can be resolved quickly and informally by speaking directly with the relevant advisor or your dedicated account manager. We recommend this as the first step and aim to resolve most concerns at this stage. However, we understand that in rare cases you may remain dissatisfied and wish to escalate the matter.

Step 2 – Formal Complaint

If your advisor is unable to resolve your concern, or you wish to escalate the matter directly to a line manager, please submit a formal complaint by emailing complaints@emerge-energy.co.uk, including the following information:

  • Your name
  • Your business name
  • The address of the premises for which the contract was arranged
  • A clear description of your complaint
  • Your preferred contact number and the best time to reach you

Alternatively, you may call us on 020 3974 5188 and request a callback from a Team Manager.

Email is the quickest way to contact us. If you prefer to write to us, please address correspondence to:

Customer Service Department
Emerge Energy
20 Wenlock Road, London, N1 7GU

Step 3 – Acknowledgement

We will acknowledge receipt of your complaint in writing or electronically within five (5) business days. The acknowledgement will identify the individual responsible for handling your complaint. Wherever possible, this person will not have been directly involved in the matter and will have the authority to resolve the issue.

Step 4 – Investigation and Response

Within two (2) weeks of receiving your complaint, we will provide one of the following:

  1. A final response addressing your complaint in full; or
  2. A holding response, explaining why further time is required and advising when you can expect a further update.

If we do not receive a response from you within seven (7) days of issuing our final response, we will assume you are satisfied with the outcome.

Step 5 – Further Review

If you remain dissatisfied with our final response, we are happy to review the complaint further. However, in the absence of new evidence or material flaws in our findings, it is unlikely that the outcome will change.

Step 6 – Deadlock Letter

We will issue a final response or deadlock letter no later than eight (8) weeks from the date we first received your complaint. This letter confirms that our internal complaints process has concluded and allows you to escalate the matter externally if you wish.

Step 7 – Ombudsman Services

If you are unhappy with our final resolution, we have reached deadlock, or your complaint has not been resolved within eight weeks, you may refer your complaint to Ombudsman Services, an independent Alternative Dispute Resolution (ADR) provider.

You can contact Ombudsman Services using the details below: