Energy Customer Complaint Procedure


To help ensure that customers’ complaints are dealt with effectively, professionally and reviewed to prevent the complaint from reoccurring.


To cover all areas where we come into contact with, or carry out work for, prospective or existing customers.


When we receive a customer complaint a F11 – Customer Complaint Form shall be completed.

This will be passed to the relevant person who should ensure that the details of the complaint have been entered on the R06 – Customer Complaint Record.

The process will include the following:

  • F11 – Customer Complaint Form raised and passed to relevant person.
  • Details of the complaint shall be transferred to the R06 – Customer Complaint Record.
  • The person dealing with the complaint will consider the details of the complaint and report the findings clearly to the customer within 7 working days of receiving the complaint.
  • Where appropriate we will arrange to inspect the customer’s system within 7 days of receiving the complaint and within twenty-four hours of receiving the complaint where a domestic customer is without heating or hot water as a result of the situation that has led to the complaint;
  • The person dealing with the complaint will attempt to find an agreed course of action to resolve the complaint speedily and effectively to the customer’s satisfaction;
  • Where the timescales for any agreed actions cannot be met, the customer shall be kept fully informed of the reasons for the delay and new timescales agreed;
  • Where we are not able to resolve the complaints the customer shall be informed that they should direct their complaint to the Ombudsman Services;
  • Where a complaint is referred to the Ombudsman Services we will co-operate with any correspondence and mediation being carried out between ourselves and the customer;
  • Full details on the progress and outcome of the complaint should be detailed on the R06 – Customer Complaint Record;
  • Any required corrective or preventive actions should be transferred to the R02 – Corrective and Preventive Action Record; The details of the complaint and the outcomes will be reviewed during the next Internal Review Meeting.
  • We maintain detailed records of each complaint, including the complainant's details, the nature of the complaint, actions taken, and the final outcome. This helps us continuously improve our services.

Complaint Escalation:

Where a customer feels the complaint has not been resolved for more than 8 weeks or to satisfied outcome, they should contact the Ombudsman Services (contact details below). The Ombudsman Services are impartial and free for customers to use.

Complaint Outcome:

All customers making a complaint will be treated with courtesy and respect throughout the process.

The outcome of a complaint will vary depending on the circumstances and method of resolution. Potential method of resolution may involve apologising, attending site to correct the issue, making a goodwill gesture or giving compensation.

Aura Complaint Contact Method:

Complaints can be received in person, in writing (post or email) or via a phone call




Aura (Oxford) Limited,
The Studio,
2 Upper Farm Cottages,
OX44 9JQ


01865 416837


[email protected]

Ombudsmen Contact Information:


Ombudsman Services


Energy Ombudsman,
P.O. Box 966,
WA4 9D


0330 440 1624


[email protected]

© 2023 Aura (Oxford) Ltd. All Rights Reserved.

Any statistics or grant amounts on this page should be considered as 'up to' or 'in some cases'. Figures are based on research from various industry sources and Aura does not guarantee any stated benefits will be realised when receiving relevant product installations or services from us.