Complaints Procedure

At Pro-Electric Limited, we always do our best to give our clients a first-class service. With nearly three decades of experience, complaints are rare.

However, if you are not happy with the service levels we’ve provided to you, and would like to make a complaint, please get in touch by phoning 01209 844723. 

If you prefer to make a complaint in writing, you can either write to us at:

Managing Director
Pro-Electric Limited
Ponderosa
Colborne Avenue
Illogan
Redruth
TR16 4EB

Or alternatively, you can e-mail us at info@pro-electric.co.uk

We set out below how our complaints procedure works and the steps we ask you to take if you wish to complain. We also make clear your rights to complain to the Ombudsman should you not be satisfied with the outcome of our review of your complaint.

1. Contact Us – Please use the contact details above. Our team are available business days 9am to 5pm.

2. Acknowledgment – After receiving a complaint, we will always acknowledge in writing and aim to resolve the complaint straight away if we can.

3. Resolving The Complaint – If we can’t resolve the complaint straight away, we will confirm to you in writing the actions we are taking and what will happen next. We will keep you updated with any developments with the aim of resolving the complaint within ten days.

4. Eight-Week Letter – If you are not happy with our proposed resolutions or eight weeks have passed since we first received your complaint, you are entitled to complain to the Ombudsman. Their contact details are below.

After 8 weeks a deadlock letter will be issued. You can then contact the Ombudsman Service, who will independently review the complaint and propose a resolution.

5. Contacting the Ombudsman – The Ombudsman is an independent body that decides the outcome of disputes between us and our micro business clients. There is no charge to you for the Ombudsman’s services.

Their contact details are as follows:

Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF

Tel: 0330 440 1624

E-mail: enquiry@ombudsman-services.org

All complaints are kept confidential. If you have any questions about our complaints procedure, please do not hesitate to get in touch.