Tariff Tribe Complaints Policy

Tariff Tribe aims to transform how businesses procure energy. We are committed to transparency and quality in our services. If something doesn't meet your expectations, we want to know about it and ensure that it's addressed.

How to complain

If you are unhappy with our service or have concerns, please address your complaint to Dylan Johnson, Complaints Manager, through one of the following channels:

• Email: support@tarifftribe.co.uk
• Phone Number: +44 7943 618328
• Post: 5-7 Buck St, London NW1 8NJ

If you would prefer a face-to-face meeting to discuss your complaint, please contact us to arrange an appointment with Dylan Johnson.

Please note our working hours are from 9.00 am to 5.00 pm, Monday to Friday.

How we'll deal with your complaint

We will acknowledge your complaint within one working day of receipt and begin our investigation. Our team will review the relevant details and work to resolve the issue in a fair and timely manner. You will receive updates at least every two working days, and we aim to resolve all complaints within seven working days.

If the complaint requires more time, we will keep you informed of the progress and our continued efforts.

How we'll keep you up to date on your complaint

We maintain a high standard of communication throughout the complaint process, keeping you informed of the status of your complaint through your preferred contact method.

How we'll record your complaint

All complaints will be logged, tracked, and recorded. We treat all complaints with the utmost courtesy and respect. These records will be retained as per industry standards.

If we can't resolve your complaint

If we are unable to resolve your complaint to your satisfaction, it can be referred to the Energy Ombudsman, a free and impartial service. The Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks, or if a deadlock has been reached (evidenced by a deadlock letter). You can escalate your complaint to:

Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9D Phone: 0330 440 1624 Email: enquiry@energyombudsman.org

Additionally, you may contact Citizens Advice for independent advice at any stage during your complaint process: Phone: 03454 040 506 Website: www.citizensadvice.org.uk

Continuous improvement

We monitor and review all complaints to identify opportunities for continuous improvement in our services and customer experience.

Our commitment

We strive to resolve complaints fairly and efficiently. Whether a complaint leads to an apology, a goodwill gesture, or compensation, we adhere to standard resolution methods to ensure your satisfaction.