ABC 012 Limited – Complaints Handling Statement

Version: 1.1 – November 2025
Effective Date: 10 November 2025
Approved by: Director – ABC 012 Limited

1. Purpose

We are committed to delivering excellent customer service. This statement outlines how we handle complaints in line with Ofgem’s TPI Code of Practice, the Consumer Protection from Unfair Trading Regulations 2008, and the requirements of Ombudsman Services: Energy.

2. How to Make a Complaint

You can contact us by:

• Email: info@abc012ltd.com
• Phone: +44 1483 319397
• Post: ABC 012 Limited, 155 Maybury Road, Woking, England, GU21 5JR

Please include your name, company, contact details, and a clear description of the issue.

3. Complaint Process

• Acknowledgement: We acknowledge all complaints within 5 working days.
• Investigation: A Compliance Officer (our designated Complaints Manager) investigates and gathers any evidence.
• Resolution: We issue a Final Response Letter within 8 weeks.
• Updates: If we cannot conclude within 8 weeks, we will provide regular updates explaining progress and expected timescales.

4. Internal Review

If you are dissatisfied with our initial response, you may request an internal review by a senior manager before escalation to the Ombudsman.

5. Independent Dispute Resolution

If the matter remains unresolved after our final response or 8 weeks have passed, you may contact the Ombudsman Services: Energy, which offers a free and impartial dispute-resolution service.

Ombudsman Services: Energy
Website: www.ombudsman-services.org/energy
Phone: 0330 440 1624
Email: enquiries@ombudsman-services.org

6. Accessibility

We can provide this Complaints Handling Statement in alternative formats (e.g. large print or email) upon request.

7. Fair Treatment

We handle all complaints fairly, transparently, and without prejudice. Raising a complaint will not affect your rights or the service you receive from us. We use complaint outcomes to improve our service and compliance framework.

8. Record Retention

All complaint correspondence and resolution records are retained for a minimum of six (6) years for audit and compliance purposes.