At Zenza Energy, we are committed to providing transparent, professional and responsive support to our customers.
If you have a concern, question or complaint regarding our services, we encourage you to contact us directly so we can work towards resolving the matter as efficiently as possible.
Our Commitment
We aim to provide clear communication, straightforward guidance and fair support throughout the commercial energy comparison process.
Customers who raise a complaint will be treated with courtesy, respect and fairness at every stage of the process.
Customer feedback is important to us and helps us continue improving our service standards and customer experience.
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How To Make A Complaint
If you would like to raise a concern or make a complaint, please contact us using the details below:
Zenza Energy
Email: customerservice@zenzaenergy.co.uk
You can make a complaint in writing, including by email. If you require a copy of this complaint handling procedure, we can provide it by email free of charge on request.
What To Include
To help us investigate your complaint as efficiently as possible, please provide your business name, contact details, a summary of the issue, any relevant dates, and any supporting information you would like us to review.
If we need further information, we may contact you so that we can fully understand the matter and work towards a fair outcome.
Our Complaint Handling Steps
We follow a clear process when handling complaints so that matters can be reviewed fairly, professionally and consistently.
Complaint Received
Once we receive your complaint, we will record the details, including the date received, the nature of the complaint and any information you have provided.
Acknowledgement
We aim to acknowledge complaints within 5 working days and confirm that the matter is being reviewed.
Investigation
We will review the information available, investigate the issue fairly and may contact you if we need any further details.
Response
We will provide a response explaining our findings and, where appropriate, outline any proposed resolution or next steps.
Resolution
Depending on the circumstances, a complaint may be resolved by providing an explanation, correcting an issue, offering an apology, making a goodwill gesture, or providing compensation where appropriate.
Escalation
If we are unable to resolve your complaint directly, or if your complaint remains unresolved for more than eight weeks, eligible customers may refer the matter to the Energy Ombudsman for independent review.
Response Times
Zenza Energy aims to acknowledge complaints within 5 working days.
More complex matters may require additional time to investigate. If this happens, we will aim to keep you updated and explain the next steps where possible.
Our aim is to resolve complaints as quickly and fairly as we can. If we are unable to resolve your complaint directly, or if the issue remains unresolved for more than eight weeks, eligible customers may be able to escalate the matter to the Energy Ombudsman.
Escalating A Complaint
If you are unhappy with the outcome of your complaint, you may request that the matter is reviewed further internally.
If we are unable to resolve your complaint directly, or if your complaint remains unresolved for more than eight weeks, eligible customers may refer the matter to the Energy Ombudsman.
The Energy Ombudsman provides an independent, impartial and free service for eligible customers.
Alternative Dispute Resolution
Zenza Energy is registered with the Energy Ombudsman Alternative Dispute Resolution scheme.
ADR Membership Number:
C35ZENZ01
If we are unable to resolve your complaint directly, or if eight weeks have passed since your complaint was raised, eligible customers may have the right to refer the matter to the Energy Ombudsman for an independent review.
Energy Ombudsman Contact Details
If your complaint is eligible for referral, you can contact the Energy Ombudsman using the details below:
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Data Protection & Privacy
Zenza Energy is registered with the Information Commissioner’s Office, known as the ICO, and aims to handle personal data in accordance with applicable UK data protection regulations and best practices.
Any information provided to us will be treated with care and used only for legitimate business and customer service purposes, including reviewing and responding to customer service queries or complaints.
Ongoing Support
We aim to maintain a professional, respectful and customer focused approach at all times.
Our goal is to provide businesses with a more transparent and straightforward experience when navigating commercial energy options.