Complaints Policy

1. Our Commitment

Volt Solutions aims to resolve complaints promptly. We will treat you with respect, investigate impartially, and respond within specified timeframes.

2. How to Complain

You can contact us via:

Email: complaints@volt-solutions.co.uk
Phone: 0161 8210 380  (Mon–Fri: 9am–5pm)

Please provide:

• Your name, business name, contact info
• Details of your complaint
• Copies of relevant correspondence

3. What Happens Next

• Acknowledgement: We’ll acknowledge your complaint within 5 business days.
• Investigation: A designated Complaints Officer will handle your case, reviewing it fully and objectively.
• Our Response: You’ll receive a formal response within 14 business days.

4. Escalation & ADR Referral

If you’re unsatisfied with our resolution, or we haven’t resolved the complaint within 8 weeks, we’ll inform you in writing. You can then refer the matter free of charge to the Energy Ombudsman, an independent ADR provider.

Contact details:

• Website: energy-ombudsman.org.uk
• Email: Enquiry@energyombudsman.org
• Phone: 0330 440 1624 or 020 7932 1001
• Post:
  Post Energy Ombudsman
  P.O Box 966
  Warrington, WA4 9DF

5. Who Can Use ADR

• This scheme is available to microbusinesses meeting at least two of:
  <10 employees
• Premises <10,000 m²
• Turnover (or annual balance sheet) ≤ €2 million

If you’re not eligible, we’ll explain alternative dispute resolution options.

6. Costs

There is no cost to you for our complaints process or ADR referral. Volt Solutions covers all applicable ADR fees.

7. Record Keeping & GDPR

We will securely retain all complaint records for 6 years, in line with GDPR and ICO guidelines. These records are used solely for complaint handling, analysis, and service improvement.

8. Continuous Improvement

We log, review, and use complaints data to continually improve our services and customer experience.