Serving homes & businesses across the United Kingdom

Complaints Procedure

How to raise a concern with PulseGridPower and what you can expect from us.

Review before publication. This document is a professional template written for PulseGridPower. Company-specific details (legal name, registered office, company number and contact details) are pulled from config.js. We recommend a qualified professional reviews this document before it is published to ensure it reflects your final business arrangements.

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1. Our commitment

At PulseGridPower, we want every customer to feel that their enquiry has been handled fairly, clearly and professionally. If something has not met your expectations, we want to hear about it so that we can put things right and improve.

2. How to make a complaint

You can make a complaint by contacting us using any of the following methods:

  • Email:
  • Telephone:
  • Using the form on our Contact Us page, selecting "Complaint" as the enquiry type.

To help us investigate quickly, please include your name, contact details, a description of the issue and any relevant dates or reference numbers.

3. What happens next

When we receive your complaint, we will:

  1. acknowledge it and confirm that we have received it;
  2. investigate the matter thoroughly and fairly;
  3. keep you informed of progress; and
  4. provide a clear response explaining our findings and, where appropriate, the action we will take.

We aim to resolve complaints as quickly as possible. If a full response will take longer than expected, we will let you know and explain why.

4. If you are not satisfied

If you are not satisfied with our response, please tell us. We will review the matter again at a more senior level and provide a further response.

Where we are a member of an independent dispute resolution or ombudsman scheme, we will provide details of that scheme and how to refer your complaint. We will only reference a scheme where our membership is confirmed and current.

5. Energy and utilities regulators

Depending on the nature of your complaint, you may also have the right to contact a relevant regulator or ombudsman service. We will always tell you clearly which routes are available to you. We do not claim membership of any scheme unless it is confirmed and current.

6. Keeping records

We keep records of complaints and how they are resolved so that we can improve our service and meet our obligations. Information about how we handle your personal data is set out in our Privacy Policy.