Complaints Procedure...

We provide an outstanding service to our clients, but we recognise that mistakes may happen. If this occurs, we would much appreciate your feedback since it gives us the chance to resolve any issues and enhance our customer service.

As per the UK Ombudsman regulations, we have six to eight weeks to resolve your complaint. This is to give us enough time to assess the situation and the evidence to find an appropriate resolution. If for some reason you are still not satisfied or it’s been unresolved for more than eight weeks, we will send you a deadlock letter or email to inform you that you can contact the Ombudsman, whose services are impartial and free for you: 

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

Our Customer Service team will conduct a fair and unbiased investigation into your complaint if you have any concerns or are unsatisfied in any way.

What is our complaints procedure? 

1. Contact us with your concerns via phone, letter, email or via this website at: 

Telephone: +44 (0)161 457 1245

Email: feedback@bramoenergy.com 

Address: Chancery Place, 50 Brown Street, Manchester M2 2JG, United Kingdom

2. We will look to acknowledge your complaint within three working days and aim to resolve the matter within 10 working days. If it does take longer than this, we'll keep you informed about how your complaint is going and when we expect it to be resolved.

3. If you are not satisfied with the original result, you can choose to appeal.

To do this, just write to us including your concerns asking to reassess the situation – you must contact us within 30 calendar days after getting our initial response.