In the first instance, please contact our customer care team. By telephone: 0330 053 8620 (opening hours – 8.30am to 5.00pm Monday to Friday) By email: complaints@brytenergy.co.uk By post: Complaints Department, Bryt Energy, 1 Victoria Square, Birmingham B1 1BD Please have your account number to hand as this will help us deal with your issue more quickly. You can find this on any contract, bill or statement documents we’ve previously sent you. We’ll always aim to resolve your complaint the first time you contact us, within 14 days. The resolution could include: – We provide an apology – An explanation from Bryt Energy – A service or action that benefits you (e.g. removal of incorrectly billed charges) – Compensation (if applicable) Where this isn’t possible, we’ll provide you with a dedicated complaint handler who’ll communicate with you regularly to keep you up to date with our progress in resolving your issue. Please note that we will keep a written record of your complaint as well as any agreed resolution that we’ve reached.

If we haven’t resolved your complaint to your satisfaction, you can ask your dedicated complaints handler to provide you with the appropriate manager’s contact details so you can escalate the issue. The manager will aim to write back to you within five working days of receiving your communication either with a proposed resolution or a full description of our next steps. If you’re unhappy with the way we’ve handled your complaint at any point, you can ask us to conduct an internal review. A manager will then contact you as soon as possible to seek additional information to help inform that review.

If your complaint has still not been resolved to a satisfactory level, you can also seek external advice and support: The Citizens Advice Energy service provides free, confidential and impartial advice on any issues you may have in relation to your energy supply. You can contact them by phone: 03454 04 05 06 (opening hours – 9am to 5pm Monday to Friday). Or you can visit their website for more information at www.citizensadvice.org.uk. You also have the option to refer your complaint to the Energy Ombudsman if: We’ve reached a stalemate despite our best efforts and we’ve stated that there is nothing further that we can do to resolve the complaint. We will issue you with a deadlock letter if this were to happen. OR It’s been 8 weeks since you raised the complaint and you feel that we haven’t resolved your complaint to your satisfaction. The Energy Ombudsman is an independent, free to use service that resolves customer complaints in an impartial manner. Once a complaint has been referred to the Energy Ombudsman, it will then investigate the issue with both you and us. You are not bound by any ruling that the Energy Ombudsman may issue but we would be. That decision may include: – That we provide an apology – An explanation from Bryt Energy – A service or action that benefits you (e.g. removal of incorrectly billed charges) – Compensation (if applicable) You can reach the Energy Ombudsman; By phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm) By email: enquiry@energyombudsman.org Online: www.energyombudsman.org By post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF   Further independent advice for micro businesses If you are a microbusiness and wish to make a complaint about an energy consultant, you can contact the Energy Ombudsman using the details above. We will fully co-operate with both the Energy Ombudsman and Citizens Advice if you wish to involve them in seeking an acceptable resolution to your complaint.