Complaints Handling Procedure

HENOC Limited (company number 11414478) is a registered broker under the Energy Ombudsman scheme. We take every complaint seriously and operate this procedure in line with the Energy Ombudsman’s requirements for third-party intermediaries. This procedure is free to use, and a copy is available on request in large print or by post.

1. What counts as a complaint

A complaint is any expression of dissatisfaction with our service, our conduct, the information we provided, the commission or fee arrangements on a contract we arranged, or the outcome of a procurement exercise we ran on your behalf. You do not need to use the word “complaint” for us to treat it as one.

2. How to complain

You can contact us in whichever way suits you best:

• Email: info@henoc.co.uk (mark the subject line “Complaint”)
• Telephone: 020 8050 0158
• Post: Complaints, HENOC Limited, 71–75 Sheldon Street, Covent Garden, London, WC2H 9JQ

To help us resolve matters quickly, please include your business name, site address or MPAN/MPRN where relevant, a contact name and number, what went wrong, and what outcome you are seeking.

3. Our timescales

• Acknowledgement: within 2 working days of receipt, in writing, confirming who is handling your complaint.
• Investigation and substantive response: within 10 working days wherever possible.
• If more time is needed: we will explain why, tell you what we are doing, and give you a revised date. We will keep you updated at least every 10 working days.
• Final resolution: we aim to resolve all complaints within 8 weeks of receipt.

4. How we investigate

Your complaint is handled by a senior member of our broking desk who was not the subject of the complaint wherever practicable. We review call notes, correspondence, the Letter of Authority (if any), supplier quotations, the contract documentation and our fee disclosure. We will tell you our findings, our reasoning, and any remedy offered — which may include an explanation, an apology, corrective action with the supplier, a fee adjustment or a goodwill payment.

5. If you are still unhappy — internal escalation

Ask for your complaint to be escalated to a director. We will carry out a fresh review and issue a final response letter (sometimes called a deadlock letter), which sets out our final position and confirms your right to refer the matter onwards.

6. Free referral to the Energy Ombudsman

If you are a microbusiness (or otherwise eligible) customer, you can refer your complaint to the Energy Ombudsman completely free of charge if:

• 8 weeks have passed since you first complained to us and the matter is unresolved; or
• you have received a final response (deadlock letter) from us before then.

The Energy Ombudsman is independent and impartial. Its decision is binding on us if you accept it, and you remain free to pursue other legal remedies if you do not. You are generally eligible as a microbusiness if you employ fewer than 10 employees (or full-time equivalent) and have an annual turnover or balance sheet no greater than €2 million, or you use no more than 100,000 kWh of electricity or 293,000 kWh of gas a year.

Energy Ombudsman contact details

• Website: www.energyombudsman.org
• Submit a complaint directly: energyombudsman.org/how-we-can-help/make-a-complaint
• Email: enquiry@energyombudsman.org
• Telephone: 0330 440 1624 (Monday to Friday, 8am–8pm; Saturday 9am–1pm)
• Textphone: 0330 440 1600
• Address: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

7. Other sources of free help and advice

• Citizens Advice consumer helpline: 0808 223 1133 — citizensadvice.org.uk
• Ofgem (the industry regulator) — ofgem.gov.uk
• For complaints about how we handle your personal data, the Information Commissioner’s Office (ICO) — 0303 123 1113, ico.org.uk

8. Record keeping and learning

We log every complaint, its outcome and the time taken to resolve it, and retain those records for a minimum of six years. Complaints are reviewed by management so that recurring issues lead to changes in how we work. Records are held in line with our Privacy Policy.

9. Complaints about a supplier rather than HENOC

If your complaint concerns your energy supplier (for example billing, metering or supply issues), it should be raised with the supplier under their own complaints procedure first. We will help you raise it and chase progress on your behalf where we hold a valid Letter of Authority. Supplier complaints can also be escalated to the Energy Ombudsman using the details above once 8 weeks have passed or a deadlock letter is issued.