If we've looked into your complaint and you still aren’t happy, you can ask for it to be reviewed independently by someone else in the Rebel Team, this will usually be a more senior manager.
We will write to you about the final solution we have offered and if this is not acceptable then this means we cannot find a mutually satisfactory outcome for yourself and Rebel Energy – this is called “deadlock”. This can then be used to refer and escalate your complaint to the Energy Ombudsman – we hope that it never gets this point.
You can contact the Energy Ombudsman by phone on 0330 440 1624, by email at firstname.lastname@example.org, or through their websitehttps://www.ombudsman-services.org/sectors/energy. Or you can write to them at Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF.
It is a free and independent service, and they will undertake a full review of your concerns and of the actions that Rebel Energy took to try to get to a resolution. If the Ombudsman finds that Rebel Energy has not acted correctly, then they will tell us what we are required to do to put things right.
This can include an explanation and/or an apology. It can also include actions that we have to take, which may include compensation. Their decision is binding on us, but not on you.
You can find our complaints policy here