Tariff Tribe Complaints Policy

How to make a complaint

If you are unhappy with our service or have concerns, please address your complaint to Dylan Johnson, Complaints Manager, through one of the following channels:

• Email: complaints@tarifftribe.co.uk

• Phone Number: 07921915741

• Post: 6a Hermitage Road, London, England, N4 1DB

If you would prefer a face-to-face meeting to discuss your complaint, please contact us to arrange an appointment with Dylan Johnson.
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Please note our working hours are from 9.00 am to 5.00 pm, Monday to Friday.

How we'll deal with your complaint

We will acknowledge your complaint within one working day of receipt and begin our investigation. Our team will review the relevant details and work to resolve the issue in a fair and timely manner. You will receive updates at least every two working days, and we aim to resolve all complaints within seven working days.

If the complaint requires more time, we will keep you informed of the progress and our continued efforts.

How we'll keep you up to date on your complaint

We maintain a high standard of communication throughout the complaint process, keeping you informed of the status of your complaint through your preferred contact method.

How we'll record your complaint

All complaints will be logged, tracked, and recorded. We treat all complaints with the utmost courtesy and respect. These records will be retained in accordance with our Privacy Policy as per industry standards.

If we can't resolve your complaint

If we are unable to resolve your complaint to your satisfaction within seven working days, or if you have received a deadlock letter, you can escalate your complaint to:

• Email: enquiry@energyombudsman.org

• Phone Number: 0330 440 1624

• Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9D

Additionally, you may contact Citizens Advice for independent advice at any stage during your complaint process:

• Phone Number: 03454 040 506

• Website: www.citizensadvice.org.uk

Continuous Improvement

We monitor and review all complaints to identify opportunities for continuous improvement in our services and customer experience.

Our commitment

We strive to resolve complaints fairly and efficiently. Whether a complaint leads to an apology, a goodwill gesture, or compensation, we adhere to standard resolution methods to ensure your satisfaction.