Complaint Handling Procedure

We are a member of the Ombudsman Services Energy Broker ADR Scheme, and Full Members of the Utilities Intermediaries Association (UIA) and are signed up to their Code of Practice which is a Complaint Handling Procedure in itself

You can email complaints@gaia-energy.co.uk, call 01179 506 502 or write to Gaia Energy Brokers Limited 143 Lake Road, Westbury on Trym, Bristol BS10 5JG 

Any Customer, Supplier or other complaints will be treated with courtesy and respect.

We will aim to initiate a response to any complaint on the same day if possible, and to resolve any issue within 30 working days

We will keep a record of the complaint date and all relevant data pertaining to it 

If your complaint cannot be resolved directly with us within eight weeks, you can escalate to the complaint, free of charge, to Ombudsman Services

Contact details for Ombudsman Services: Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DFPhone: 0330 440 1624Email: enquiry@ombudsman-services.org

The aim of this procedure is to reinforce our commitment to continuous improvement.

In order to resolve a complaint, we will be willing to apologise, make a goodwill gesture or provide compensation if appropriate.