Complaints & Dispute Resolution
Our commitment to transparency and customer satisfaction in all our services
Customer Complaints & Dispute Resolution
At VoltBridge Ltd, we place the highest importance on customer satisfaction and trust. Our clients are at the core of everything we do and we are committed to maintaining the highest standards of transparency, professionalism, and fairness in all of our services.
We recognize that, on occasion, concerns or issues may arise, and when they do, it is our responsibility to ensure that they are addressed promptly and effectively. We believe that every piece of feedback is an opportunity to improve the way we operate and strengthen the relationships we build with our clients.
For this reason, we have established a clear and structured complaints procedure that enables you to raise any concerns with confidence. We are dedicated to ensuring that every complaint is handled with care, impartiality, and respect, and that our responses are thorough, timely, and solution focused.
The Complaint Process
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Initial Contact
The fastest way to discuss a complaint is to email support@voltbridge.co.uk or call +44 2046 342585. Our team will investigate the details and try to help resolve the complaint in the first instance.
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Escalation to Complaints Manager
If you feel the solution offered does not satisfy your complaint, the next step is to escalate the matter to the Complaints Manager at VoltBridge. To do so, you should email legal@voltbridge.co.uk or call +44 2046 342585 providing your name, your business name, and a brief description of your complaint. We will issue a complaint reference number to ensure your complaint is registered and can be tracked.
The Complaints Manager will contact you within 5 working days to discuss your complaint directly and will make every reasonable effort to agree a suitable solution within 10 working days.
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Ombudsman Services
If after this time you are not happy with how your complaint has been handled, if we are not able to resolve your problem, or if 8 full weeks have passed since your initial complaint, you may refer your complaint to the independent Energy Ombudsman.
The Energy Ombudsman is approved by Ofgem to provide a free and impartial Alternative Dispute Resolution (ADR) service for energy brokers and their customers.
You can contact the Energy Ombudsman by:- Name: Energy Ombudsman
- Website: www.energyombudsman.org
- Email: enquiry@energyombudsman.org
- Phone: 0330 440 1624
- Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Outcomes
If our investigation confirms that VoltBridge Ltd was responsible for the issue, we will take ownership of the matter and may offer an appropriate remedy or goodwill gesture to resolve it.
Where the complaint involves the performance of an energy supplier, VoltBridge Ltd will act on your behalf and make every reasonable effort to pursue the matter directly with the supplier. Because suppliers are independent parties, we cannot guarantee their performance or the outcome of their processes. For example, the start of a new contract may be delayed due to circumstances outside our control.
Throughout the entire process, VoltBridge Ltd will keep you informed of the progress of your complaint and ensure you are aware of the options available to you at each stage.