Complaints Procedure – Supply Pro Services Ltd.

At Supply Pro Services Ltd., we are committed to delivering excellent customer service. However, if you are dissatisfied with any aspect of our service, you have the right to submit a formal complaint.

How to Submit a Complaint
Complaints must be made in writing via email or letter and clearly marked as “COMPLAINT.”
Email: hello@supplypro.co.uk

Please include “COMPLAINT” in the subject line.

Response Times

• We will aim to acknowledge your complaint within 1 working day.
• A full response will be provided within 3 working days.

If our initial response does not resolve the issue, further written communication is encouraged. We aim to reach a fair resolution, which may include additional information, a goodwill gesture, or an apology.

Escalation

• If unresolved after 4 weeks (excluding third-party delays), we will issue a deadlock letter.
• If unresolved after 8 weeks, you may refer the complaint to the Energy Ombudsman.

Energy Ombudsman (free and impartial service):

• Phone: 0330 440 1624
• Fax: 0845 055 0765
• Email: enquiry@ombudsman-services.org
• Website: www.ombudsman-services.org
• Address: PO Box 966, Warrington WA4 9DF

We value customer feedback and view complaints as an opportunity to improve our services. A copy of our full complaints procedure is available on our website or can be sent by email or post upon request.