Complaints procedure

We take complaints seriously. This procedure sets out how to raise a concern about refunds.energy or Efficiency Professor Consultancy (a DBA of WFT Limited), the timescales we commit to, and the independent routes available if we cannot resolve the matter to your satisfaction. It applies whether you are a prospective enquirer, an active B2B client, or a personal-claim enquirer we have referred to a panel solicitor.

How to raise a complaint

Please write to contact@refunds.energy with the subject line “Complaint”, or by post to the Compliance Officer, 237/49 Moo 50, Sukhumvit 93, Bangkok 10260, Thailand. Include your name, any case or reference number, a clear description of what you believe has gone wrong, any supporting documents, and the outcome you are seeking. Raising a complaint is free of charge.

How we handle it

• We acknowledge every complaint in writing within three working days.
• We investigate fairly and independently of the caseworker whose handling is being complained about.
• We aim to issue a final response within 28 calendar days. Where a matter is unusually complex we may need up to eight weeks; if so, we will tell you in writing and explain why.
• Our final response sets out our findings, any remedy we are offering, and the independent routes available to you if you remain dissatisfied.

If you are not satisfied

Our B2B claim-origination services are not within the Financial Conduct Authority’s claims-management perimeter and we do not hold FCA authorisation, so the Financial Ombudsman Service does not cover this activity. Independent recourse depends on the nature of the matter:

• Business-energy claims. If you meet the Ofgem micro-business definition, you may refer an unresolved dispute about the underlying supply to the Energy Ombudsman at energyombudsman.org. Businesses above the micro-business threshold generally do not have ombudsman recourse and must pursue matters through contractual or court routes.
• Business finance and hidden-commission claims. The Financial Ombudsman Service is available only to eligible complainants as defined in the FCA Handbook (DISP 2.7). Where that threshold is not met, recourse is through contractual mechanisms and, ultimately, the courts.
• Post-insolvency (IVA and bankruptcy) claims. Complaints about the conduct of a former insolvency practitioner are handled by the Insolvency Service’s Insolvency Complaints Gateway; complaints about our own handling remain with us in the first instance.
• Personal-claim referrals. Complaints about the legal work done by the panel solicitor must be raised with the solicitor’s own complaints handler in the first instance; after eight weeks or a final response, you may refer the matter to the Legal Ombudsman at legalombudsman.org.uk, and conduct concerns can be raised with the Solicitors Regulation Authority at sra.org.uk. Where your complaint is about our referral or introduction specifically, we handle it under this procedure.
• Court. Nothing in this procedure affects your right to issue court proceedings.

Data-protection complaints

If your complaint concerns how we have handled your personal data, you may contact the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. We would appreciate the opportunity to address your concerns first so that we can put things right quickly.

Record keeping

We keep a complaints register and retain complaint files for six years from the date of final response, so that we can identify recurring issues and evidence our handling if called upon to do so.