At Wallop Energy, we pride ourselves on providing our customers with a high-quality service. However, we understand that occasionally things can go wrong. When they do, in the first instance you should raise your concerns via a customer service enquiry form
If you are still dissatisfied and wish to make a formal complaint, please follow the steps outlined below. All complaints are taken extremely seriously. We aim to resolve them within 4 weeks but where this is not possible, we will work closely with you to achieve a satisfactory outcome as quickly as we can.
Please note that we can only progress complaints relating to orders installed by Wallop Renewables Ltd T/A Wallop Energy.
Step 1 – Raising a Formal Complaint
You can contact us to raise a formal complaint
It is important that you provide:
Once we have received a formal complaint from you we will:
Step 2 – Investigation and Outcome
The investigation of your complaint will be undertaken by a member of our Customer Resolution Team who normally work Monday-Friday from 9am-7pm. Your Customer Resolution Specialist will liaise with the relevant department(s) responsible for the issue you have raised and will be your point of contact whilst you have an open complaint.
An objective review of the facts and evidence regarding your complaint and the resolution that you are seeking, will then be undertaken before your Customer Resolution Specialist reaches a decision on your complaint.
There are two possible outcomes to your complaint:
A: We agree with your Complaint
If, after investigating, we find that your complaint is justified in whole or in part, we will inform you how this can be resolved and work to progress that resolution as quickly as possible. Once you confirm that any outstanding issues have been rectified to your satisfaction, we will then provide a final outcome response which will detail what went wrong and what we have done about it.
B: We disagree with your Complaint
If, after investigating, we find that we have acted fairly and reasonably (for example responding and resolving any minor issues promptly), we may find your complaint to be unjustified. We will give you a written explanation if this is the case.
If a dispute cannot be resolved amicably then both parties can refer the matter to an independent conciliation as a way of resolving the situation. We must agree to conciliation if that is your wish. The Conciliation Service used is offered by Home Insulation & Energy Systems Contractors Scheme (HIES). And is described in their consumer code. It aims to reach a non-legal dispute resolution within a reasonable timescale.
For further information on HIES please visit:
HIES contact details:
T: 0344 324 5242
All complaints are treated in the strictest confidence and Wallop Energy complies with GDPR regulations.
Service Levels for Complaints