MM ENERGY LTD COMPLAINTS PROCEDURE
Honesty, transparency and clarity are our aim. Clients making a complaint will be treated with courtesy and respect. A fair resolution for our customers is our goal at all times.
Should you need to make a complaint, email or call our contact team between 09.00am and 5.00pm, Monday to Friday. We aim to resolve issues within two working days.
Email complaints@mmenergy.co.uk or phone 07542 477441
You can also write to us at:
MM ENERGY Ltd
Southannan Estate, North Southannan Farm, Fairlie, North Ayrshire KA29 0EA
Our complaints process
Step 1
If the Customer Service team can’t resolve your complaint within two working days, our Customer Care team will get in touch. This team will then update you every 15 working days, or sooner where they can, until the complaint is resolved.
Step 2
If you’re unsatisfied with our Customer Care team’s progress, you can escalate your complaint. One of our agents will pass your case to a senior member of staff to review. Please email info@mmenergy.co.uk. We aim to reply within 5 working days.
Step 3
If your issue’s still unresolved after eight weeks, or we reach a deadlock, we’ll suggest a referral to an arbitrator. Depending on the size of your business, you may be able to approach Ombudsman Services: Energy (OSE) at this point. See further details below.
Further support
Ombudsman Services: Energy (OSE)
The OSE provides its services to companies that Ofgem defines as ‘microbusinesses’. To be eligible, your business needs to either:
Have fewer than 10 employees and a yearly turnover of not more than €2 million
Use no more than 100,000 kWh of electricity a year
Use no more than 293,000 kWh of gas a year
You can read more about eligibility and the types of complaint the OSE can help with on the OSE’s website.
The OSE’s free to use, totally independent and doesn’t take sides. If you agree with its decision, we have to act upon its recommendations. The OSE may require us to provide an apology, explanation, appropriate corrective action or compensation.
You can contact the OSE as soon as you receive a deadlock letter from us, and for up to 12 months afterwards:
Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
Tel: 0330 440 1624
Email: enquiry@ombudsman-services.org
Website: ombudsman-services.org
Please remember to include your MME account number in all correspondence with the OSE. You can find this number on any of your invoices.
Citizens Advice
Citizens Advice can help you with your complaint at any stage of the process. It offers free, confidential and impartial advice.
Tel: 0808 223 1133
Website: citizensadvice.org.uk/energy
Cookie policy
Modern Slavery Act
Gender Pay Gap
Complaints
Emergency contact
Please note All complaints and outcomes are used to help us reinforce our commitment to continuous improvement.