Complaints Handling Process

If you have a complaint (defined as a statement that something is wrong or unsatisfactory) or would like to express any dissatisfaction with our service to you, please follow the procedure set out below:

You may make a complaint on behalf of someone else. 

All complaints made may be shared with your housing association as part of our service review.  If you do not want the details of your complaint shared, please let us know and we will keep those details private.

 You can nominate a representative to deal with a complaint on your behalf and we shall liaise with them directly. Please inform us of the nominee’s name and contact details if this is a preferred option.

Step One:

To log your complaint you can click here to fill in one of our complaints forms.

Alternatively you can contact our customer service team either by emailing hello@lokaenergy.com or phoning 0800 160 1635. We recommend that you submit your complaint in writing so that all correspondence is documented.

To help us answer your complaint as efficiently as possible, please provide;

An explanation of your complaint

The date of the problem

Any supporting information (such as meter readings)

Your preferred solution

Please also provide your contact details and preferred contact times

We will send you an email to confirm we have received your complaint within 8 working hours

We will respond to your complaint within 10 working days

Step Two:

If you are not satisfied by our response, you may request that the complaint is escalated to a Customer Services Team Leader.

We will send you an email to confirm we have received your wish to escalate your complaint within 8 working hours

A Customer Services Team Leader will respond to your complaint within 5 working days

Step Three:

If you are not satisfied by our response, you may request that the complaint is escalated to the Head of Customer Experience.

We will send you an email to confirm we have received your wish to escalate your complaint within 8 working hours

The Head of Customer Experience will respond to your complaint within 5 working days

Step Four:

If we are unable to reach resolution to your complaint, we will issue you with a Deadlock Letter which will contain our final offer in terms of resolution of your complaint and the details of the Independent Complaint Handling Service for you to contact should you wish to pursue the matter further. We will not stop you from perusing the matter with any other third-party agency, such as Citizens Advice.

Step Five:  

If your district heating network is registered with the Heat Trust, and you have received a Deadlock letter from us, you are able to forward complaints to the Ombudsman for Energy.  You can ask our staff if you are not sure if your home on a registered site.

To complain to the Ombudsman you must contact them directly
Email: osenquiries@os-energy.org
Phone: 0330 440 1624
Fax: 0330 440 1625
Textphone: 0330 440 1600
Website : www.ombudsman-services.org/complain-now-energy.html
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF
You will be asked to provide details of your complaint and they will determine whether or not your complaint is ready to be investigated.   The Ombudsman will ask for some details about you, the date that you first complained, actions taken by you and the heat supplier and how you would like the complaint resolved.

It can take between 6 and 8 weeks for the Ombudsman to make a decision

Step Six:

 The Ombudsman makes a decision. The Ombudsman will take all the circumstances into consideration to make a fair and just decision.

Step Seven:

 Action is taken. The Ombudsman can ask LOKA to apologise, provide an explanation, and take action to correct the problem or present you with a financial award up to £10,000.