Complaints Procedure
Our commitment
Ductly Ltd is committed to providing a high standard of service to every business we work with. If something goes wrong, we want to know so we can put it right and improve. This procedure explains how to raise a complaint and what you can expect from us.
How to make a complaint
You can contact us in any of the following ways:
- Online: our contact page
- Phone: +44 330 043 1527
- Post: Ductly Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ
Please give us your name, business name, and contact details, along with a clear description of your complaint and what you would like us to do to put it right.
What happens next
- We will acknowledge your complaint within 5 working days of receiving it.
- We will investigate it fully and fairly, and keep you updated on our progress.
- We aim to resolve complaints within 4 weeks. If a complaint is complex and needs longer, we will explain why and tell you when to expect a response.
- When we have finished our investigation, we will send you our final response setting out our decision and the reasons for it.
If you are still not satisfied
If we are not able to resolve your complaint directly, or eight weeks have passed since you first raised it, and you are a microbusiness, then you are welcome to contact the Energy Ombudsman. We subscribe to their Alternative Dispute Resolution scheme (membership reference C35DUCT01), so that customers have access to their free and impartial dispute resolution service. The Energy Ombudsman is independent, and its decision is binding on Ductly Ltd but not on you.
For more information please visit energyombudsman.org.
Referring your complaint to the Energy Ombudsman does not affect your right to take legal action.