Complaints Procedure
Last updated: April 2026
Our Commitment
We take all complaints seriously. If something has gone wrong, we want to know about it and put it right as quickly as possible.
Step 1 — Contact Us
In the first instance, please raise your complaint with us directly via our contact page. Please include as much detail as possible, including your name, the service your complaint relates to, and what outcome you are looking for.
We will acknowledge your complaint within 2 business days and aim to provide a full response within 14 days.
Step 2 — Internal Review
If you are not satisfied with our initial response, you can request that your complaint be reviewed. We will complete our internal review and issue a final written response within 8 weeks of your original complaint being received.
Step 3 — Energy Ombudsman
If your complaint relates to a business energy switch and remains unresolved after 8 weeks, or if you have received our final response and remain dissatisfied, you have the right to refer your complaint to the Energy Ombudsman free of charge.
The Energy Ombudsman is an independent, impartial dispute resolution service approved by Ofgem.
SwitcherMate Ltd ADR Member No.: C35SWIT30
You can contact the Energy Ombudsman at:
ombudsman-services.org
Scope
Our complaints procedure covers services arranged through SwitcherMate Business, including business energy, broadband & VoIP, and card machine comparisons. Complaints relating directly to a supplier's service, billing, or contract should be raised with the supplier in the first instance — we will assist in escalating where we are able to.
Questions? Visit our contact page