AAA Brokers Ltd — Complaints Handling Procedure
We are committed to delivering high-quality service and continuously improving our operations. If something goes wrong, we want to know about it so we can put things right. Our complaints process is completely free of charge and open to all clients.
Every client making a complaint will be treated with courtesy and respect at all times.
You can submit a complaint free of charge via any of the following methods:
Please provide your contact details, account/contract reference numbers, and details of your concern so we can assist you effectively.
Prefer to submit online instead? Use our Complaints Form.
We log your complaint and keep a secure record of all details, including the date it was received and all updates.
A dedicated representative reviews your file, investigates the circumstances, and keeps you informed of our progress.
If your complaint is upheld, we work to resolve it appropriately — a full explanation, an apology, a goodwill gesture, or financial compensation.
We aim to give you a full written response, and always within 8 weeks of receiving your complaint.
Our aim is to resolve issues directly and promptly. However, if we are unable to resolve your complaint, or if 8 weeks have passed since you first logged it with us, you can escalate the matter to the Energy Ombudsman.
The Energy Ombudsman is an independent, impartial service, and it is completely free for you to use.
This document is available free of charge by email or post upon request — contact us using the details above.