OFGEM Guidance, Customer Complaints & Ombudsman Policy
At SAF Consultants Ltd, we are committed to providing honest, transparent and professional energy consultancy services to businesses throughout the United Kingdom. We believe every customer should be treated fairly and respectfully throughout the sales and contract process.
SAF Consultants Ltd acts as an independent business energy consultancy and Third Party Intermediary (TPI). SAF Consultants Ltd is not an energy supplier and does not generate or distribute electricity or gas.
We aim to conduct our business in accordance with relevant UK legislation, recognised industry standards and the principles of treating customers fairly.
How to Raise a Complaint
If you are dissatisfied with any aspect of our service, please contact us as soon as possible with your company name, contact details, supply address, contract reference (if applicable), full details of your complaint, and any supporting documents.
You Contact Us
Reach out with your details and a clear description of what has gone wrong.
We Acknowledge
We acknowledge your complaint as quickly as possible and confirm who is handling it.
We Investigate
We investigate fairly and impartially, keeping you informed throughout.
We Respond
We aim to provide a full written response within 10 working days. Where more investigation is needed, we'll keep you updated on progress.
If you remain dissatisfied after receiving our final response, you may seek independent advice or contact the relevant organisation depending upon the nature of your complaint. Where the complaint concerns the conduct of the energy supplier or the energy contract itself, you may also have the right to pursue the supplier's own complaints process.
Eligibility to refer a complaint to an Ombudsman depends on the nature of the complaint, the organisations involved, and the applicable dispute resolution scheme. For business energy complaints, the relevant scheme is the Energy Ombudsman.
0330 440 1624 (Monday to Friday, 8am to 6pm, closed weekends and bank holidays). Textphone: 0330 440 1600.
Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
All personal information is processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Information is only used for legitimate business purposes including obtaining quotations, arranging contracts and providing ongoing customer support.