At Switch Logic, we strive to deliver an excellent service. However, we understand that occasionally things may not go as expected. If you are dissatisfied with any aspect of our service, we want to hear from you so we can put things right.
complaints@switchlogic.co.uk
0845 287 6582
Switch Logic Ltd, Switch Logic, Dock St, Fleetwood, FY76NU
Purpose
This policy outlines how Switch Logic Ltd handles complaints in line with the requirements of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and the Energy Ombudsman’s Qualifying Dispute Settlement Scheme (QDSS).
Our Commitment
We aim to provide high standards of service at all times. If something goes wrong, we welcome the opportunity to put it right. We handle complaints with fairness, transparency, and respect for all parties involved.
How to Make a Complaint
You can raise a complaint through any of the following channels:
Email: complaints@switchlogic.co.uk
Phone: 08452876582
Post: Switch Logic Ltd, Switch Logic, Dock St, Fleetwood, FY76NU
Online Form: Click here to submit a complaint
If possible, please include:
Your full name and contact details
A clear description of the complaint
Relevant documents or correspondence
Your desired outcome
Accessibility
We are committed to accessibility. If you require this policy or any complaint response in large print, braille, or another language, please let us know. We will provide reasonable adjustments where necessary.
Complaints Officer
All complaints will be managed by our designated
Name: Charles Abbott
Role: Complaints & Compliance Lead
Email: complaints@switchlogic.co.uk
Phone: 08452876582
Confirmation and Closure
Upon reaching a resolution, we will provide a written summary and ask for your confirmation that the matter is considered closed. If we do not hear from you within 14 days, we will consider the case closed.
If You’re Still Unhappy
If we have not resolved your complaint within 8 weeks, or if you are dissatisfied with the outcome, you can escalate it to the Energy Ombudsman — a free and independent service.
Ombudsman Services: Energy
Phone: 0330 440 1624
Website: https://www.
Email: enquiry@ombudsman-
Post: PO Box 966, Warrington, WA4 9DF
Record Keeping & Internal Monitoring
We maintain a secure Complaints Register which logs:
Complaint details and dates
Investigation actions
Final resolution
Customer confirmation or escalation
We retain these records for a minimum of 12 months and review them quarterly to identify patterns, compliance issues, and opportunities for staff training.
Root Cause & Continuous Improvement
Complaints are reviewed as part of our internal quality management process. Where appropriate, we will:
Identify the root cause
Implement corrective measures
Update policies and staff training accordingly
Managing Unreasonable Behaviour
We are committed to respectful communication. We reserve the right to limit contact or apply proportionate steps when individuals behave in a persistently unreasonable, abusive, or harassing manner. This will be documented, and any restrictions will be explained in writing.
