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Complaint Handing Policy
If the service we provide does not meet your expectations, or if we make an error we would like to be informed. Our team at Impact HQ Ltd understand this is a big responsibility and work hard to investigate any issues and aim to rectify them promptly, where possible.
Let's Make It Right
This complaint handling policy tells you what to expect us to do should you have a complaint about our work.
Contact details
Post: Impact Headquarters, 8-9 Foregate Street, Chester, England, CH1 1HG
Telephone: 01244722672
Email: complaints@impact-group.uk
Please Let Us Know:
Let us know about the problem by one of the below contact methods, please provide as much information as possible to help us resolve the complaint and how you would like to be contacted in the future.
Call us: 01244722672
Email us: complaints@impact-group.uk
Write to us: Impact Headquarters, 8-9 Foregate Street, Chester, England, CH1 1HG
We Will Review:
If we are unable to resolve the query straight away, we aim to take no longer than 7 working days to review and respond. We are always looking to improve our services and take any kind of dissatisfaction very seriously. A resolution may be offered in a form of an apology, an explanation, action to correct the problem, or a financial award.
You Can Appeal:
After we have responded, if you’re not satisfied that we’ve resolved the complaint, or you’re not happy with how we dealt with things let us know, we’ll carry out an internal review of your case within 3 working days. We’ll investigate how we’ve handled the complaint and send our final resolution. In some cases, we may not be able to offer the resolution requested if the contract is live with an Energy Supplier, but we will always advise you if this is the case and next steps.
You Can Escalate:
Hopefully, it doesn’t come to this step and we have resolved your complaint to your satisfaction, but if we haven’t been able to agree a resolution placing the complaint to deadlock or the complaint is not resolved within eight weeks if you meet the definition of a micro or small business you can contact the Energy Ombudsman which is an impartial and free service for you to use.
The Energy Ombudsman: www.energyombudsman.org
Creating your case online is the fastest way to get your information to them, however you can also do this by email, telephone and post.
You can also contact the Ombudsman via:
Call: 0330 440 1624
Write to: Energy Ombudsman, P.O Box 966, Warrington, WA4 9DF
Email: enquiry@energyombudsman.org
If you require additional support, process alterations or translation services please visit their Accessibility page for more information.
Last updated
28 February 2026