Complaints Procedure

Complaints Procedure

Have an issue?

Our goal is to always provide our customers with the greatest service, but if something is wrong, kindly let us know. Informing us of problems enables us to make improvements to prevent recurrence of the same error.

We always endeavour to come to a conclusion that you are satisfied with and will work promptly to comprehend any difficulties brought up.

We will collaborate with you to determine the outcome you desire, take it into consideration, and make an effort to resolve the problem to your satisfaction.

Get in touch

Please get in touch on 01604 372311, office hours are 9am to 5pm Monday to Friday or alternatively you can email tina@tmf-energy.co.uk or write to us at:

TMF Energy Ltd
52 Bougainvillea Drive
Northampton
NN3 3XB

When you get in touch, and to aid you with your issue, we ask that you provide:

             •  Your contact details, business name and/or your meter details (MPAN and/or MPRN) – we may have to get in touch to obtain                       further information to resolve your issue.
             •  The issue and the background information relating to the issue.
             •  Any direct impact the issue is causing you or your business, to help us understand how to resolve your issue.
             •  What your preferred resolution is to your issue.

By giving us this information, we can file a complaint against your account and, if we can, handle the situation right away. If we are unable to address your problem immediately, we will provide you with a realistic time frame so that we can try to resolve the issue.

Solving your issue is the most crucial thing we can do. In order to prevent a recurrence as a company, we vow to take note of your problem and make improvements.

If, in the event we have been unable to resolve your complaint to your satisfaction 

The team member handling your issue will forward your complaint to our company director whom will review your complaint in its entirety to determine whether there is anything else we can do to resolve it.

Should you need to make a formal compliant

Before reaching this stage we will make every effort to address and resolve your complaint, however if we are unable to achieve an agreed resolution or if, after 8 weeks, your issue is still unresolved, then details for the Energy Ombudsman are provided below. 
We may come to a "deadlock" if it becomes clear that we cannot come to an agreement over your complaint within the allocated 8 weeks. In this event an explanation of our findings throughout the complaint process and offer of resolution will be sent to you in writing.

You can contact the Energy Ombudsman via:

Phone: 0330 440 1624 

Email: enquiry@ombudsman-services.org 

Or you can write to them at:

Ombudsman Service: Energy
PO Box 966
Warrington
WA4 9DF

The Energy Ombudsman is a complimentary, impartial service and will thoroughly examine your complaint and the handling of it by TMF Energy Ltd. The Ombudsman will let us know how to make things right if they believe we haven't behaved appropriately.

This may entail a justification or an apology. It may also refer to necessary actions, some of which may entail payment. We are subject to their judgement, but you are not.

Independent Advice
If you require independent advice at any time, you can also contact Citizens Advice by phone on 0808 223 1133 or visit: https://www.citizensadvice.org.uk/consumer/energy/energy-supply
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