Complaints

At Squeaky we take any complaint seriously. We know that on occasions things can go wrong, and if you have the need to raise an issue with us, we will work hard to ensure we resolve it quickly and fairly. Our aim is to have fully resolved your complaint within 5 working days. We will not use industry jargon but be clear and transparent in all communications with you.

If there is a complex issue that needs longer to resolve, you will be kept informed of this, and we will agree for updates to be provided as regularly as you wish. We will provide you with a named individual who will work closely with you to fully resolve your problem.

In order to ensure your complaint gets immediate attention, please send your complaint to complaints@squeaky.energy

Within 24 hours of receiving your complaint, we will call you to discuss this further, provide you with your named individual and agree next steps. All complaints that remain outstanding after 10 working days will be reviewed by our Operations Director, Chris Sutehall (chrissutehall@squeaky.energy) in order to bring the matter to a satisfactory conclusion.

All complaints are reviewed on a monthly basis by our Senior Management team, with a view to understanding how we can learn and subsequently improve our service for all of our customers.

If we haven’t been able to resolve your complaint within 8 weeks or we reach a deadlock situation, we will contact you to let you know that you have the right to pass your complaint to the Energy Ombudsman. They will carry out a free, independent investigation into the matter on your behalf. They are totally independent and will make a decision on the information available.

You do not have to accept their decision, but if you do Squeaky will abide by their recommendation. They could ask us to apologise or take remedial action, which may involve compensation.

To get in touch with the Ombudsman Service:

Our complaints performance

We report our complaints from micro-business customers to Ofgem every month.

Reporting for the period of Total number of complaints received Number of complaints opened per 10,000 customer accounts Percentage closed within a day Repeat complaints received Main cause of complaints opened
August 2018 2 27 0% 0 Payment / Billing & meter reading
July 2018 2 27 50% 0 Billing & meter reading / Switching unrelated to meter

Examples of complaints

We don't have to do this, but as we're Squeaky clean, we wanted to be transparent about the type of complaints we're getting and how we're handling them.

  • A customer complained about the fact that despite swithing to Squeaky in March 2018 they have not yet received an invoice. This is due to the fact that there is an opening read dispute in progress and meter reads several hours apart needed to be obtained. These have all been completed and we are working to resolve the issue as of the 10th of August 2018.
  • A customer called to ask why they are paying £252.31 when they were previously paying double in June and July. This was due to the fact that the company had been paying arears for the last few months. Operations DIrector personally spoke with the customer on the 24 of August where they were happy for the payment for the final invoice to be taken.