Our complaints process

If something goes wrong, we want to put it right. Here is how Fuse Energy Supply Limited handles complaints: how to raise one free of charge, what happens next, our timings, when you can go to the Energy Ombudsman, and where to find free independent advice.

We treat every customer complaint the same. Complaints are handled promptly, effectively and independently, in plain language that is easy to understand.

What counts as a complaint

Ofgem defines a complaint as any expression of dissatisfaction that requires a response or resolution. That usually means something that has directly affected you, such as a billing problem, a service interruption, or an issue with transferring your supply. Formal complaints are logged, tracked and resolved.

Sometimes you may only want to share feedback or a minor concern that can be sorted straight away. If it is not clear whether you want a formal resolution or are simply giving feedback, please contact our support team.

How to raise a complaint

Complaints are free of charge. You can raise one with Fuse via:

• in-app chat / support in the Fuse Energy app
• email support@fuseenergy.com
• post to Fuse Energy, One Bank Street, Canary Wharf, London E14 4SG

When you get in touch, please include your account details, a clear description of the issue, and the outcome you are looking for. Any useful evidence (such as bills, meter readings, or previous messages) helps us investigate more quickly.

What happens after you complain

We will assess your complaint fairly, consistently and promptly, including:

• the subject matter of the complaint
• whether the complaint should be upheld
• what remedial action or redress may be appropriate
• whether another party may be solely or jointly responsible

If we need more information, we will ask you for it. If the issue sits with another party, we will write to you to explain why.

Once a resolution is agreed, we will promptly carry out any accepted remedial action or redress.

Our timings

• Within 2 days: we issue an initial response acknowledging your complaint (and request further information if needed).
• By day 14: we aim to resolve the complaint. If you confirm you are happy to close it, we will send a final response confirming that we consider it resolved.
• Up to 8 weeks: if more time is needed, we keep working with you and keep you informed of progress. If you confirm you are happy to close, we issue a final response. If we cannot resolve it to your satisfaction, we issue a deadlock letter.

What a final response includes

A final response will set out:

• the complaint resolution status
• any offer of redress or remedial action, where applicable
• details of any redress or compensation offered

If the complaint is not resolved, the deadlock letter explains that you can contact the Energy Ombudsman and includes their contact details.

Referring your complaint to the Energy Ombudsman

You can contact the Energy Ombudsman if:

• we have issued a deadlock letter, or
• your complaint has not been resolved within 8 weeks of the complaint date

The Energy Ombudsman is a free and independent service. It reviews your concerns and the actions Fuse took. Its decision is binding on Fuse, but not on you. If you accept its decision, Fuse will implement its instructions within 28 days.

Contact the Energy Ombudsman

• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm; Saturday, 9am to 1pm)
• Email: enquiry@energyombudsman.org
• Website: www.energyombudsman.org
• Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

More information on your rights is available in the "Know your Rights" document on the Citizens Advice website.

Free independent advice

You can get free, independent and confidential advice at any time, even while we are still handling your complaint.

• Citizens Advice (England and Wales): phone 0808 223 1133, or visit www.citizensadvice.org.uk/energy/
• Advice Direct Scotland: phone 0808 196 8660, or visit https://energyadvice.scot/

We monitor and report complaints, including those referred with assistance from Citizens Advice, and work with Citizens Advice to keep improving how we handle complaints.

Guaranteed Standards of Performance

We comply with Ofgem's Guaranteed Standards of Performance, including automatic compensation where required. Further details are available on Ofgem's website.

References

1. Fuse Energy Supply Limited. Complaints Policy (Board-approved).
2. Energy Ombudsman. Our process
3. Citizens Advice. Energy advice
4. Advice Direct Scotland. Energy advice
5. Ofgem. Guaranteed Standards