Complaints Handling
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- Complaints Handling
At IDEAL SOLUTIONS, we strive to deliver the highest level of service throughout your journey with us. However, if something doesn’t go as expected, we take complaints seriously. Our goal is to investigate promptly, resolve issues fairly, and continually improve based on your feedback.
We treat every complaint with courtesy, respect, and impartiality. While most matters are resolved at the first stage, in rare cases where further review is needed, we ensure a clear and transparent process. Our complaints service is free and designed to give you confidence that your voice is heard.
Step 1: Contact Us
If you’re not satisfied with any part of our service, the first step is to contact our customer support team. You can reach us by phone, email, or through our online contact form. Please share as many details as possible about your concern — including your account information, the issue you’re facing, and any previous communication.
Our team will review your complaint carefully and aim to resolve it as quickly as possible, usually within a few working days.
Location:
166 West Road, Newcastle Upon Tyne, United Kingdom, NE4 9QB
Goal:
Achieve 50% renewable energy generation by 2025
Step Two – Acknowledgement
We will acknowledge your complaint via phone, email, or post. Your complaint will be logged, and a dedicated dispute handler will be assigned. You will also receive a reference number to track progress.
Step Three – Investigation
Our Quality Assurance Team will carefully review your concerns. We investigate all aspects, internal and external, to identify key facts. We aim to resolve complaints within 7 working days, though some cases may take longer if third parties (e.g., suppliers) are involved. Your dispute handler will keep you updated throughout.
Step Four – Outcome
You will receive a final response detailing our findings and proposed resolution. Our priority is a fair, transparent outcome. If no agreement can be reached, the complaint will be marked as deadlock.
Step Five – Challenge
If you disagree with our findings, you may challenge the outcome by providing additional information or evidence for review.
Step Six – Ombudsman Services
If your complaint remains unresolved or has reached deadlock, you may escalate it to the independent Ombudsman. This service is free and impartial.
You can refer your case if:
Your complaint has been unresolved for 8 weeks.
Your case has reached deadlock status.
Contact the Energy Ombudsman:
Email:
Telephone:
Post:
For Financial or Insurance Complaints
If your complaint involves financial services, such as merchant accounts, payment solutions, or insurance products, you can contact the Financial Ombudsman Service (FOS).
Contact Details:
Organisation: Financial Ombudsman Service
Phone: 0800 023 4567 or 0300 123 9123
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Website: www.financial-ombudsman.org.uk
The Financial Ombudsman can review disputes about financial advice, insurance claims, merchant services, and payment-related matters.