Complaint Handling Procedure

At Verdan Energy CYF trading as ProfitCharger, we are committed to providing excellent service and treating our customers fairly. If something goes wrong, we want to know about it so that we can put it right and learn from the experience.

This document sets out how you can make a complaint, how we will handle it, and what independent support is available if we cannot resolve your issue.

1. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us using one of the following methods:

Please provide your account details, a clear description of your complaint, and any supporting evidence.

2. How We Will Handle Your Complaint

• We will acknowledge your complaint within 5 working days.
• We will investigate your concerns thoroughly and aim to resolve the issue as quickly as possible.
• We will keep you updated throughout the process.
• We will provide a final response within 8 weeks of receiving your complaint.

If we cannot resolve your complaint, we will explain why and provide you with a deadlock letter.

3. Independent Review – Energy Ombudsman

If your complaint remains unresolved after 8 weeks, or if we have issued a deadlock letter, you may escalate your complaint to the Energy Ombudsman.

The Energy Ombudsman is:

• Independent – they do not take sides.
• Free to use – there is no cost to you.
• Authorised ADR provider – their decisions are binding on Verdan Energy CYF trading as ProfitCharger if you accept their resolution.

4. Contact Details for the Energy Ombudsman

5. Responsibility

This complaints procedure is overseen by the Directors of Verdan Energy CYF trading as ProfitCharger.

They are responsible for ensuring complaints are handled fairly, transparently, and in line with regulatory requirements.