Optima Services Complaints Process

At Optima Energy Services we are committed to providing you with the best service possible. However, we recognise that sometimes things might go wrong. This procedure explains how we will handle and resolve your complaint. If you require any more information regarding this procedure, you can contact our Customer Services team on telephone number 0121 222 5617.

Stage 1 – Your complaint
If you are not satisfied in anyway with our service you can make a complaint by telephone to our Complaints Manager on 0121 555 5617, by letter addressed to our Complaints Manager, Optima Energy Services, Innovation Centre, 1 Devon Way, Longbridge Technology Park, Birmingham, B31 2TS, by fax to 0121 275 6101 or by email to services[at]optimaenergy.net

Stage 2 – Our first response
We will acknowledge and try to resolve your complaint within 1 working day but we will provide an initial written response within 5 working days and when we will be back in touch regarding any next steps.

Stage 3 – Escalation
If for whatever reason you are not satisfied with our response or we cannot resolve your complaint within 7 days, we will notify the Independent Code Manager who will send an initial written response within 5 working days. The code manager will confirm next steps and when they will be in touch regarding any actions or sanctions. If at any time you are not happy with your energy supplier, any complaints should be raised direct with the supplier and can be escalated to the Energy Ombudsman if you’re not happy with the outcome.