Complaints
Complaints policy & procedure
We take complaints seriously and are committed to resolving them fairly, transparently, and promptly. This policy complies with Ofgem's regulatory framework for Third Party Intermediaries (TPIs).
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Our commitment
Fair & impartial
Every complaint is investigated objectively. The person reviewing your complaint will not have been involved in the matter you're raising.
Timely response
We acknowledge complaints within 5 working days and aim to resolve them within 20 working days. Complex cases may take longer — we'll keep you informed.
Free of charge
There is no cost to you for making a complaint. This applies to both our internal process and any external escalation routes available to you.
How the process works
Submit your complaint
Use the form below, email us at transform@blockonegroup.co.uk, or write to us by post. Please include your name, contact details, and a clear description of your complaint including any relevant dates, reference numbers, and the outcome you are seeking.
Acknowledgement
We will acknowledge receipt of your complaint in writing within 5 working days. Your acknowledgement will confirm the name of the person handling your complaint and the expected timeline for resolution.
Investigation
We will investigate your complaint thoroughly and impartially. This may involve reviewing records, correspondence, call notes, and any relevant contracts. We may contact you to gather further information or clarify details.
Resolution
We aim to provide a full written response within 20 working days of acknowledgement. Our response will explain the findings of our investigation, our decision, and any remedial action we propose — which may include an apology, explanation, practical corrective action, or financial redress where appropriate.
Escalation
If you are not satisfied with our response, or if we have not resolved your complaint within 8 weeks, you have the right to escalate your complaint to the Energy Ombudsman (for microbusiness customers) or seek independent legal advice. We will provide full details of escalation routes in our final response.
External escalation
If you remain dissatisfied after we have provided our final response, or if 8 weeks have passed since you first raised your complaint and it remains unresolved, you may be eligible to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme.
For microbusiness customers: You can refer your complaint to the Energy Ombudsman, a qualifying dispute settlement scheme (QDSS) approved under Ofgem's regulatory framework. The Energy Ombudsman provides an independent, free-of-charge service to resolve disputes between energy consumers and Third Party Intermediaries.
For all customers: Making a complaint through our internal process or to an ADR scheme does not affect your right to seek independent legal advice or take action through the courts at any stage.
Policy details
Who can complain?
Any person or organisation that has received, or sought to receive, a service from Block One Group Ltd may raise a complaint under this procedure. This includes current and prospective clients, their representatives, and any third party materially affected by our services.
What can you complain about?
You may complain about any aspect of the service you have received from us, including but not limited to: the quality of advice provided; the conduct of our team; transparency of fees or commissions; the procurement process; communication failures; or any other matter where you believe you have experienced detriment as a result of our actions or omissions.
Record keeping
We maintain records of all complaints received, investigations undertaken, and outcomes reached. These records are retained for a minimum of 6 years and are available for inspection by regulatory authorities upon request. Complaint data is reviewed regularly to identify systemic issues and drive improvements to our service.
Vulnerability
We recognise that some complainants may be in vulnerable circumstances. If you need additional support in making or progressing your complaint — for example, if you require information in an alternative format, need additional time, or would like a representative to act on your behalf — please let us know and we will make reasonable adjustments.
Confidentiality
All complaints are treated in confidence. Information relating to your complaint will only be shared with those directly involved in investigating and resolving it, or as required by law or regulation.
Continuous improvement
We use the complaints process as a means of learning and improving. Where systemic or recurring issues are identified, we will take proactive steps to address the root cause and prevent recurrence. Complaint trends are reported to senior management on a regular basis.
Submit a complaint
Complete the form below and your complaint will be sent directly to our complaints handler. We will acknowledge receipt within 5 working days.
This complaints policy was last reviewed on 8 March 2026 and is reviewed annually. Block One Group Ltd is committed to meeting the standards set out in Ofgem's regulatory framework for Third Party Intermediaries.