We promise to always try to keep things clear and easy to understand, but if something isn’t right, then tell us and we’ll jump in and try to fix things as quickly as we can. Feel free to let us know how you think we should fix things. We will aim to resolve your complaint within 5 working days where possible. Please note that if your complaint relates to a data subject access request, we can take up to 30 days to respond due to the nature of these requests.
In our response we will always be open in acknowledging any mistakes that have been made and apologise when something has gone wrong. We will set out what we have done to fix things and how we will improve to make sure the same thing doesn't happen again.
Here are the steps:
You can contact us directly from the website by using the help button on the bottom right of your screen or send an email to support@levelise.com. If you need to speak to us just let us know and we’ll call you back.
You can also write to us at the address below:
Levelise,
Hayakawa Building,
Oxford Science Park,
Edmund Halley Rd,
Littlemore, Oxford,
OX4 4GB
If there’s still a problem:
We hope the first person handling your complaint has got to the bottom of what’s gone wrong. If you don’t agree that the resolution is fair, we’ll get a fresh pair of eyes to take over. They might agree with what’s already been said or spot something that’s been missed, either way they’ll work with you to find a solution we’re both happy with.
Final Position:
If you have been working with one of our Experts and you still feel your complaint isn't resolved after 4 weeks, please let us know and we will discuss your case with a Manager. Once your case has been reviewed by a Manager, you will receive a response within 5 working days or an email explaining why more time is needed and details of when you can expect next response. The Manager may produce a Final Position email at any point if there is nothing further we can add to your complaint.
Compensation:
If you have missed out of any credits or savings due to a Levelise system or process error then we will ensure to return the account to normal - as if the fault had not occurred.
Independent help and advice is at hand whenever you need it. You can contact Citizens Advice regardless of whether you have a complaint or at any point during the complaint process. Citizens Advice Consumer Services provides free, independent, impartial advice about the energy supply industry. You can find out more from their website citizensadvice.org.uk/energy or call them on 0808 223 1133.
How we handle unacceptable behaviour
It can be stressful to make a complaint and we understand that, but we won’t accept poor treatment while dealing with your complaint, including:
- aggressive behaviour
- abusive language or swearing
- unreasonable demands – like demanding that someone talks to you immediately
- If you’re seriously or repeatedly abusive we might refuse to deal with your complaint.