Complaint Handling Procedure 

We are a member of the Ombudsman Services Energy Broker ADR scheme.

 To make a complaint (or request a copy of this procedure), please email complaints@houseflow.co.uk.

 All complaints are treated with courtesy and respect. Please allow 5 working days for a response to your complaint. Each complaint will be recorded, including the time and date it was lodged.

 We will do our best to resolve your complaint efficiently, in a fair and just manner. If we are not able to resolve your complaint directly, or if it’s been unresolved for more than 8 weeks, you may escalate your complaint to the Ombudsman Services. This is an impartial and free service.

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org

We are committed to continuous improvement regarding our complaint handling procedure. We believe most complaints can be solved swiftly, with a sincere apology, goodwill gesture or by giving compensation.