Complaints Procedure
Last Updated: 22 July 2026
Our Commitment
At Durham Energy Partners, we are committed to providing a professional, transparent and high-quality service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate and resolve the matter as quickly as possible.
How to Make a Complaint
You can submit a complaint by:
Email: hello@durhamenergypartners.co.uk
Telephone: 0191 909 7887
Post:
Durham Energy Partners
Belmont Business Park
Durham
DH1 1TW
Please include:
Your name
Your business name (if applicable)
Contact details
A description of your complaint
Any relevant documents or correspondence
What Happens Next
Once we receive your complaint, we will:
Acknowledge receipt within 5 working days.
Investigate the matter fairly and thoroughly.
Keep you informed if further information is required.
Aim to provide a full response within 10 working days where possible.
If additional time is needed, we will explain why and provide an updated timescale.
Our Aim
We will always aim to resolve complaints promptly, fairly and professionally.
Where appropriate, we will explain:
What happened.
What action has been taken.
Any steps we will take to prevent similar issues occurring in the future.
Alternative Dispute Resolution (ADR)
If we are unable to resolve your complaint, you may be able to refer it to our approved Alternative Dispute Resolution (ADR) provider
DRO are an independent, not for profit, alternative dispute resolution service. You can find out more information about DRO by visiting their website - DRO - Disputes with Energy Brokers
You can contact DRO using the following methods; · By email: info@disputeresolutionombudsman.org
· By telephone: 0333 241 3209
· By post: Premier House, First Floor, 1-5 Argyle Way, Stevenage, Herts, SG1 2AD
Durham Energy Partners is registered with DRO and we agree to abide by any decision they make.
Contact Us
Durham Energy Partners
Belmont Business Park
Durham
DH1 1TW
📞 0191 909 7887
✉️ hello@durhamenergypartners.co.uk