Ft Energy want to deliver an efficient and effective service to all its customers. We welcome all feedback, both good and bad, and we believe that our customers have a right to complain if a reasonable level and quality of service is not provided. We also aim to learn from our mistakes and use the information we gain from feedback, complaints and appeals to improve our services. All complaints and appeals will be dealt with in a fair and sympathetic manner, and we will promptly respond and open channels of communication with the utmost respect.

If possible, we believe it is best to deal with things as soon as possible and in the easiest and most direct way. If you have a complaint, please raise it with the person you are dealing with there and then. He or she will try to resolve it for you to the best of their ability. However, if they cannot resolved it there and then, they may need time to investigate the problem and respond with clarity, this shouldn’t take more than 2-3 working days.

If the member of staff can’t help, they will explain why, and you can then ask for your complaint to be formally investigated.

Formal complaints can be direct to us via our website contact page.