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Complaints Procedure

Last updated: 4 November 2026

 

At QUOTEWISE LTD, we aim to provide a clear, professional and reliable commercial energy brokerage service.

If you are unhappy with any part of our service, we want to know so that we can investigate the issue properly and, where possible, put things right.

This page explains how to make a complaint and how we will handle it.

QUOTEWISE LTD
Company number: 17558419
Registered office: Unity Business Centre, 26 Roundhay Road, Leeds, United Kingdom, LS7 1AB
Email: info@quotewiseltd.co.uk
Website: www.quotewiseltd.co.uk

 

1. What We Treat as a Complaint

A complaint is any expression of dissatisfaction about our service, conduct, advice, communication or handling of your commercial energy arrangements where you would like us to investigate or respond.

This may include concerns about:

  • quotations or recommendations;

  • information provided about an energy contract;

  • commission or remuneration;

  • customer instructions;

  • Letters of Authority;

  • contract or renewal handling;

  • communication with suppliers or procurement partners;

  • call handling;

  • customer service;

  • any other aspect of the service provided by QuoteWise.

You do not need to use the word "complaint" for us to treat your concern as one.

2. How to Make a Complaint

You can make a complaint by email or in writing.

Email: info@quotewiseltd.co.uk

Post:
QUOTEWISE LTD
Unity Business Centre
26 Roundhay Road
Leeds
United Kingdom
LS7 1AB

Please provide as much relevant information as possible, including:

  • your name;

  • business name;

  • contact details;

  • a description of the issue;

  • any relevant dates;

  • supplier or contract details where applicable;

  • copies of any relevant correspondence or documents;

  • what outcome you are seeking.

Providing this information can help us investigate the complaint more quickly.

3. What Happens After You Complain

Once we receive your complaint, we will record it and review the information you have provided.

We will aim to acknowledge your complaint promptly and may contact you if we require further information.

The person investigating your complaint will consider the relevant facts and evidence and will seek to provide a fair response.

4. How We Investigate Complaints

Depending on the nature of the complaint, our investigation may include reviewing:

  • emails and other correspondence;

  • telephone call recordings;

  • customer instructions;

  • Letters of Authority;

  • quotations and recommendations;

  • Principal Terms;

  • supplier contract information;

  • supplier or procurement partner communications;

  • internal notes and compliance records;

  • any other relevant evidence.

Where the issue involves an energy supplier, procurement partner or another third party, we may contact them to obtain information necessary to investigate the matter.

5. Our Response

Once our investigation is complete, we will explain the outcome to you.

Our response may include:

  • our findings;

  • an explanation of what happened;

  • any action already taken;

  • any proposed remedy or corrective action;

  • information about further escalation where applicable.

Where possible, we will try to resolve complaints as quickly as reasonably practicable.

6. Possible Remedies

Where we identify that something has gone wrong, the appropriate remedy will depend on the circumstances.

This may include:

  • providing an explanation or apology;

  • correcting inaccurate information;

  • taking reasonable steps to rectify an administrative issue;

  • contacting a supplier or procurement partner;

  • reviewing internal procedures;

  • other appropriate action.

Any remedy will depend on the facts of the complaint and the extent to which QuoteWise is responsible for the issue.

7. Complaints Involving Energy Suppliers or Other Third Parties

Some complaints may relate wholly or partly to the actions of an energy supplier, procurement partner, network operator or another third party.

Where appropriate, we may refer the relevant part of the complaint to that organisation or work with them to investigate the issue.

We will explain this to you where it affects how your complaint is handled.

8. If You Remain Unhappy

If you are dissatisfied with our response, please let us know.

We will review any additional information you provide and consider whether further investigation is appropriate.

Where the complaint remains unresolved, we may issue a final response explaining our position.

9. Alternative Dispute Resolution

Eligible unresolved complaints may ultimately be referred to an approved Alternative Dispute Resolution (ADR) provider.

Our ADR arrangements are currently being finalised.

Once confirmed, the name of the approved ADR provider, membership or reference number, and details of how eligible customers can refer a complaint will be published on this page and elsewhere on our website.

10. Eight-Week or Deadlock Position

Where applicable, if an eligible complaint has not been resolved within the applicable complaint-handling period, or where we have reached a point where no further agreement can reasonably be reached, you may become entitled to refer the matter to the relevant ADR provider.

Full referral details will be published once our ADR arrangements are confirmed.

11. Complaint Records

We maintain records of complaints and related communications for compliance, quality assurance and dispute-resolution purposes.

These records may include:

  • correspondence;

  • call recordings;

  • investigation notes;

  • evidence considered;

  • responses and outcomes;

  • relevant supplier or procurement partner information.

Personal data contained within complaint records is handled in accordance with our Privacy Policy.

12. Accessibility

We aim to make our complaints process straightforward and accessible.

If you need reasonable assistance in making or progressing a complaint, please contact us and we will do what we reasonably can to help.

13. Contact Us

If you would like to make a complaint or discuss an existing complaint, contact:

QUOTEWISE LTD

Email: info@quotewiseltd.co.uk
Address: Unity Business Centre, 26 Roundhay Road, Leeds, United Kingdom, LS7 1AB

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