Complaints Procedure

As part of an ADR scheme it's important to be transparent if issues arise that need investigation. 

You can contact us in these situations 

Warren Wallwork 

07712582939

complaints@arctane.co.uk

1) First Response

Within 2 working days, we’ll confirm your complaint and proceeding steps.

2) Investigate

We may request more information to do a thorough investigation to understand the issue fully.

3) Initial conclusion

We aim to respond within 2 weeks. If we need to request more time, we’ll be in touch earlier.

4) Your response

Let us know if you accept our decision. If not, you can request a review.

5) Review or re-investigation

We’ll re-investigate and provide a final response within another 2 weeks.

6) Eight-week letter

If unresolved after 8 weeks, we’ll issue a letter so you can escalate to the Ombudsman.

7) Deadlock letter

If you reject our decision, we’ll send you a deadlock letter.

The Energy Ombudsman service is free and impartial

Post: Energy Ombudsman

PO Box 966

Warrington WA4 9DF

Phone: 0330 440 1624

Email: enquiry@energyombudsman.org

This procedure ensures we are committed to continuous improvement and will endeavour to find a satisfactory solution to any issue raised.