Our Commitment to Handling Your Complaints Fairly and Promptly
Complaints Procedure
At Alliance Marketing Ltd, We are committed to improving the service we provide to our customers. If there is an issue with the service you have received you can contact us and we will endeavour to resolve the issue amicably and promptly.
01
Contact Customer Services
If you are dissatisfied please contact our Customer Services to raise your complaint and provide all the details regarding the issue.
Telephone: 0345 021 2323
Email: contactus@alliancemarketinguk.com
A member of our customer service team will get back to you within 5 working days confirming your complaint has been received. They will inform you further about how your complaint will be handled and identify the person who will handle your complaint.
We endeavour to give you a final response within two weeks however in complicated cases it may take up to six weeks to get a final response from us. If we do not hear from you within 7 days after the final response, we will assume that you are satisfied with the outcome and will close your complaint.
02
Escalate to Manager
If our customer services adviser is not able to resolve your complaint or you’re not entirely satisfied with the outcome you can escalate the complaint to Manager level complaint. Your complaint will be reviewed by a manager. However in case of any new material or evidence it is unlikely that the outcome will change.
You can expect to get a final response for the Manager level complaint within two weeks.
03
Contact Ofgem or Ombudsman
If you are not satisfied with the final outcome or it is unresolved for more than eight weeks, you can contact Ofgem regarding your complaint. You can find detailed information on how to contact them and their complaints handling procedure on their website https://www.ofgem.gov.uk/
You may also contact free of charge Ombudsman service regarding your complaint. More details about how to raise your complaint with the ombudsman can be found on their website https://www.energyombudsman.org/
Speak to a Business Energy Specialist
If you’d like to understand your current energy position or review your options, our team is here to help.
Got a Question?
Call or write to us - we''ll be happy to guide you every step of the way.
57C North Woolwich Road Silver Town, London E16 2AA