Complaints procedure
We want to get things right. If we haven't, please tell us so we can put it right.
How to complain
- Email: compliance@meridexgroup.co.uk
- Phone: 01278 551583
- Post: Meridex Group Limited, Unit 29 Highcroft Industrial Estate, Enterprise Road, Horndean, Waterlooville, PO8 0BT
- In person: by arrangement at our registered office
There is no charge to make a complaint, and it will never affect how we look after you. If you need help making a complaint, or want a copy of this procedure by email or post, just ask.
What happens next
- Within 2 working days: we confirm we have received your complaint, give you a reference and tell you who is handling it.
- Within 10 working days: we aim to resolve it. If it will take longer, we will keep you updated.
- Our final response: we set out what we found, how we will put it right, and, for energy services, your right to go to the Energy Ombudsman.
If the problem is with a supplier or installer
If the problem is with your supplier or provider, we will raise it and chase it for you under your Letter of Authority. If it is with an installation partner, we will work with them until it is put right. Either way, we stay your point of contact. If we work with partners to access supplier prices, we stay responsible for your complaint and handle it ourselves.
Putting it right
Depending on what happened, this could be an apology, an explanation, a goodwill gesture or compensation.
If you're still unhappy
For energy services, you can take your complaint to the Energy Ombudsman, free of charge: 8 weeks after you first complained, or sooner if we write to say we cannot agree, and within 12 months of our final response.
- energyombudsman.org
- enquiry@energyombudsman.org
- 0330 440 1624
- PO Box 966, Warrington WA4 9DF
Our membership number is C35MERI01.