Have an issue?

Our aim is to always deliver the best service to our clients, but if something isn’t right, please do let us know. Telling us about issues helps us improve to ensure the same mistake does not happen again.

We will work quickly to understand any issues raised and always try to reach a resolution that you are happy with.

We will explain what we have done to resolve your issue, and let you know what happens next.

We will work with you establish the resolution you are seeking and take that into account and endeavour to fix the issue to your satisfaction.

Step 1: Get in touch

Get in touch with our friendly team on our freephone number 0800 488 0915. Our office hours are 9am to 5pm Monday to Thursday and 9am to 4pm on Friday (the phone lines are closed on bank holidays). You can email us anytime at complaints@foxenergy.co.uk or you can write to us at:

Fox Energy
Cobbs Wood House
Cobbs Wood Industrial Estate
Chart Road
Ashford
Kent
TN23 1EP

When you get in touch, and to aid you with your issue, we ask that you provide:

  • Your contact details, business name and/or your meter details (MPAN and/or MPRN) – we may have to get in touch to obtain further information to resolve your issue.
  • The issue and the background information relating to the issue.
  • What your preferred resolution is to your issue.
  • Any direct impact the issue is causing you or your business, to help us better understand how to resolve your issue.

Providing this information will enable us to raise a complaint against your account and if we are able to resolve this issue there and then, we will. If we cannot immediately resolve your issue, we will outline a reasonable timeframe to allow us to work to resolve the issue.

Our team are trained to help with all aspects of your account from billing, metering and contracts and the team member whom raises your issue, will take ownership of your complaint from beginning to end, providing a single point of contact who will be better placed to understand and resolve your issue based on your businesses issues and needs.

If we have resolved your issue to your satisfaction

The most important thing we can do is resolve your issue and we are delighted to have helped. We promise to learn form your issue, to ensure that as a company, we work to ensure this does not happen again.

Step 2: If we have been unable to resolve your issue to your satisfaction

Should you be dissatisfied with the resolution offered by our team, and wish to progress your complaint further, then the team member dealing with your issue will pass your complaint onto our company directors who will review your complaint in full to establish if there is anything further, we are able to do.

Step 3: If you need to make a formal complaint

We will endeavor to resolve your complaint before this stage, however, if we are unable to reach an amicable solution, or after 8 weeks your complaint is still unresolved, we will provide the details of the Energy Ombudsman.

If it becomes apparent that we are unable to agree a resolution to your complaint within the 8-week period, we may reach a position of ‘deadlock’. In this example we will write to you to explain everything from our point of view, provide any evidence collected during the investigation and make a final offer of resolution to resolve your complaint. If this final offer is declined and if we’re not able to resolve your complaint directly, then you’re welcome to contact Ombudsman Services. We subscribe to their Alternative Dispute Resolution scheme, so that customers have access to their free and impartial dispute resolution service.

Our Alternative Dispute Membership Number is C35ENER31.

You can reach the Energy Ombudsman Services Alternative Dispute Resolution Scheme via:

Phone: 0330 440 1624

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

Ombudsman Service: Energy
PO Box 966
Warrington
WA4 9DF

The Energy Ombudsman Services Alternative Dispute Resolution Scheme provides a free and an independent service and will undertake a full review of your concerns and how Fox Energy has dealt with your complaint. If the Ombudsman deems that we have not acted correctly, they will notify us on how to put it right.

This can include an explanation and/or an apology. It can also include actions that we have to take, which may include compensation. Their decision is binding on us, but not on you.