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 firstname.lastname@example.org
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 Manager 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.
|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|
|September 2020||1||10||100%||0||Sales & Marketing|
|March 2020||4||32||0%||0||Payment Issues|
|August 2019||1||2||0%||0||Payment Issues|
|July 2019||6||12||17%||0||Switching Issues / Payment & Pricing|
|June 2019||2||4||0%||0||Billing & meter reading|
|May 2019||2||4||0%||0||Billing & meter reading / Customer service|
|April 2019||1||2||0%||0||Billing & meter reading|
|March 2019||1||2||0%||0||Switching issues|
|February 2019||1||2||0%||0||Billing & meter reading|
|December 2018||3||6||0%||0||Billing & meter reading / Switching|
|November 2018||1||2||0%||0||Billing & meter reading|
|October 2018||2||4||0%||0||Billing & meter reading / Meter installation/exchange or meter not working|
|September 2018||1||2||0%||0||Billing & meter reading|
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 was live with Squeaky from the 13/11/18, however no invoice has been issued to them. The problem was due to us not being able to communicate with the meter. This was resolved at the end of February and a correct invoice issued on the 14/3/19.