Although we pride ourselves in getting things right first time, we do understand that sometimes things don’t go to plan. If you are unhappy with any aspect of our products or services then we have a clear and easy complaint process for you to follow:
Your first port of call is to contact our friendly customer service team to tell us about the problem you’re facing (make sure to have your account details to hand). We’ll do all we can to fix any issue straight away. If we can’t for any reason, don’t worry, we’ll pass your issue onto our dedicated team of Resolution Specialists.
If for any reason you are not happy with how your problem has been dealt with in Step 1, you can request that your Resolution Specialist refers your case for a management review. During this review, your case will be looked over in its entirety, alongside our efforts to reach resolution with you and provide you with a final, conclusive resolution.
How long will Snowdrop Energy take to process my complaint, when will I hear from you and what can I expect?
We’ll contact you to confirm that we’ve received your complaint, and to provide you with your case reference number.
We want to sort things as soon as possible and we do aim to put things right within 4 weeks, but we will get in touch to let you know if we think your issues will take longer to resolve. Each and every complaint is different and the outcome also varies, we will however always provide you with an explanation of the problem, why it happened and what we are doing to fix it. In terms of what action we need to take to resolve the complaint to your satisfaction, this will always be judged in a fair manner on a case-by-case basis, but it may include an apology or we may feel it appropriate to award financial compensation.
If, for any reason, 8 weeks passes since raising your complaint and it remains unresolved, we’ll write to you to inform you and to explain your rights to contact the Ombudsman Services: Energy.
Our Final Position
We will always work closely with you to rectify the issues you are facing, and to allow you to happily close your complaint. We do understand however that there are times when reaching an agreement will not be possible. In this scenario, we will write to you to inform you of our final position and we will include details of the problem, what we have done to fix it, and what offers we have made to attempt to satisfy your complaint.
If you’ve followed our complaint process and you’re unhappy with our final written position, or eight weeks have passed since you raised your complaint with us and we still haven’t resolved your issues, you can take your complaint to Ombudsman Services: Energy.
The Ombudsman Services: Energy provide a free and impartial service. If they decide to take your case on your behalf, they will carry out a thorough investigation. Once they complete this they may recommend additional action to us, which may include an apology, remedial action or financial compensation. If you accept their proposal, Snowdrop Energy is then bound by their decision.
Please note that you’re required to have followed our internal complaints process before they will accept your case.
It’s important to know your rights when it comes to energy.
Citizens Advice provides free, confidential and impartial advice on consumer issues. You can read more about your rights as an energy consumer here. And you can ask them for help at any stage during a complaints process. Complete their web form, or call the free consumer helpline on 03454 04 05 06.
We are open 9AM to 5PM – Mon to Friday*
*Excluding Bank Holidays