Hypertech Energy Complaints Process

1. PURPOSE

This document sets out how Hypertech Partnership Ltd (Hypertech Energy) handles complaints in accordance with ADR requirements.

We are committed to:

  • fair and transparent complaint handling
  • resolving issues quickly and effectively
  • complying with ADR regulations

2. WHAT IS ADR?

Alternative Dispute Resolution (ADR) provides:

Independent, impartial dispute resolution

If a complaint cannot be resolved internally, it can be escalated to the Energy Ombudsman.

3. HOW CLIENTS CAN MAKE A COMPLAINT

Clients can submit complaints via:

  • Email: complaints@hypertechpartnership.com
  • Phone: 020 3732 4742
  • Post: 2G Lower Camden, Chislehurst, BR7 5HX

4. WHAT CONSTITUTES A COMPLAINT

A complaint is:

  • dissatisfaction with service
  • issues relating to:

sales process
pricing / charges
switching process
customer service

5. INTERNAL COMPLAINT HANDLING PROCESS

Step 1 — Acknowledgement

  • Within 5 working days

Step 2 — Investigation

  • Review:

contract details

communications

supplier interactions

Step 3 — Resolution

  • Aim to resolve within 8 weeks

Step 4 — Final Response (Deadlock Letter)

If unresolved:

  • issue Final Response / Deadlock Letter
  • explain outcome and next steps

6. ESCALATION TO ENERGY OMBUDSMAN, WHICH IS A FREE SERVICE

If the complaint is not resolved:

Clients may escalate:

After 8 weeks, OR
upon receiving a deadlock letter

Ombudsman Process

  1. Client submits complaint
  2. Evidence requested
  3. Independent review
  4. Decision issued
  5. Remedy implemented within 28 days

Possible Outcomes

The Ombudsman may require:

  • corrective action
  • apology
  • compensation (up to £10,000)
  • procedural improvements

Ombudsman Contact Details

7. INTERNAL RECORD KEEPING

Hypertech will:

  • log all complaints
  • track resolution timelines
  • retain records for compliance

8. CUSTOMER ELIGIBILITY

The Ombudsman typically supports:

  • microbusinesses
  • small businesses within defined thresholds

9. CONTINUOUS IMPROVEMENT

Complaints are reviewed to:

  • improve service
  • reduce recurring issues
  • enhance client experience

Complaints Handling Procedure

Hypertech Partnership Ltd is committed to providing a high standard of service.

If you are dissatisfied with any aspect of our service, please contact us:

Email: complaints@hypertechpartnership.com
Phone: 020 3732 4742

We will acknowledge your complaint within 5 working days and aim to resolve it within 8 weeks.

If we are unable to resolve your complaint, or you are not satisfied with our final response, you may refer your complaint to the Energy Ombudsman, an independent and impartial service, which is a free service.

https://www.ombudsman-services.org/energy

The Energy Ombudsman will review your complaint and may require corrective action, compensation, or other remedies where appropriate.

Director Hypertech Partnership Energy

Alex Whear