0330 123 2255
Crown Energy

Complaints Procedure

Sometimes even the best-made plans don’t work out as expected. If you feel that you’ve been let down by Crown Energy, we’d like to make it right as soon as possible.

This page will tell you how you can make a complaint and the steps we’ll take to make things right again.

How can I make a complaint?

The first step is to contact us about your complaint, either by calling us on 0330 123 2255 or filling in our contact form.

What will you do with my complaint?

Step one

Firstly, your Account Manager will discuss your complaint with you.

Should they be unable to resolve your complaint immediately, they will provide you with a reasonable resolution timescale. They will also contact you regularly with updates on their progress.

Step two

If you’re not happy with the way in which your Account Manager has dealt with your complaint, you can escalate it to their Team Manager who will work with you to reach a solution that you are satisfied with. You will receive a call back from the Team Manager within 24 hours (one working day) of requesting one.

Step three

If you’re still unhappy with the way we have dealt with your complaint, or have any ideas of how we can improve our service moving forward, you may wish to talk to our Customer Services Management Team:

By email: customerrelations@crownenergy.co.uk
By post: Crown Energy, Crown Point, Heap Brow, Bury, Lancashire BL9 7JR.

At this stage, if we’re unable to reach a solution you are happy with, we may send you a letter advising of our final position.

Contact us

Customer services: 0330 123 2255
Customer relations: customerrelations@crownenergy.co.uk
(Please note that this email address is for escalated complaints only – please contact your Account Manager in the first instance)

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