Complaint
Impression Energy’s Customer Service Commitment
At Impression Energy, we’re dedicated to providing outstanding customer service. If things don’t go as planned, we want to know so we can address the issue promptly. Your feedback is valuable in helping us enhance our services.
How to Contact Us
If you have concerns about any aspect of our service, please reach out to us directly. We’re here to listen, investigate, and work toward a solution.
You can contact us by emailing us at info@impressionenergy.com
Please include:
- Your name
- Your business details, including a phone number and email address
- A summary of your concerns and what you hope to achieve
Our Process
Our Quality Assurance Team will thoroughly review your concerns and aim to respond with a resolution within 10 business days. If your concerns relate to an energy contract, we’ll document your complaint and provide a unique reference number in case you need to follow up. In some cases, we may need to work with a third party, like an energy supplier,
which may require additional time. Rest assured, we’ll keep you updated on our progress.
which may require additional time. Rest assured, we’ll keep you updated on our progress.
Additional Assistance with Supplier Issues
If your concern involves a supplier, please note that this may fall outside of our direct services at Impression Energy. In such cases, we may still be able to assist by raising a complaint on your behalf.
Review and Resolution
Once we’ve completed our investigation, we’ll share our findings with you. If you’re unsatisfied with our decision, you may request a secondary review. This could involve a third-party assessment, so please allow up to an additional 10 business days.
Review and Resolution
Once we’ve completed our investigation, we’ll share our findings with you. If you’re unsatisfied with our decision, you may request a secondary review. This could involve a third-party assessment, so please allow up to an additional 10 business days.
If your complaint remains unresolved after 8 weeks or if you choose to reject our final decision, we’ll send you a "deadlock letter" confirming that you have the option to escalate your case.
If your complaint remains unresolved after 8 weeks or if you choose to reject our final decision, we’ll send you a "deadlock letter" confirming that you have the option to escalate your case.
Escalating to the Ombudsman
For microbusinesses, the Ombudsman offers a free, impartial service for unresolved complaints. You may contact them after receiving a deadlock letter from us or if your complaint has been open for 8 weeks.
Contact Details for the Ombudsman:
- Website: www.ombudsman-services.org
- Email: enquiry@ombudsman-services.org
- Phone: 0330 440 1624
- Mail: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF