Our Commitment to You

At Orbital Gas & Power Ltd, we aim to provide a professional, transparent and personal service to every customer.

However, we recognise that sometimes things can go wrong.

If you are unhappy with any part of the service you have received from Orbital, please tell us. We take complaints seriously and will work with you to understand the issue and try to resolve it as quickly and fairly as possible.

There is no charge for making a complaint to Orbital.

You can contact us if you are unhappy about any aspect of the service provided by Orbital Gas & Power Ltd.

This could include concerns relating to:

• Our sales process
• Business energy procurement
• Electricity or gas contracts arranged through Orbital
• Information provided before entering into a contract
• Commission or fees
• Customer service
• Utility or account management
• Contract renewals
• Switching supplier
• Supplier communication handled by Orbital
• Letters of Authority
• Billing support
• Metering or site works arranged through Orbital
• Change-of-tenancy support
• Commercial water services
• Delays in responding to you
• The way a previous complaint has been handled
• Any other service provided directly by Orbital
• 
  

You can raise a complaint with us by email, telephone or post.

Customer.Care@OrbitalGP.co.uk

Please include “Complaint” in the subject line where possible.

0333 090 5117

Complaints Department
Orbital Gas & Power Ltd
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ

When contacting us, please provide as much information as possible to help us investigate your complaint.

This could include:

• Your name
• Business or organisation name
• Contact details
• Supply address
• MPAN or MPRN, where relevant
• Supplier name
• Contract details, where relevant
• A description of what has happened
• Copies of relevant bills, emails or documents
• What you would like us to do to resolve the matter

Once we receive your complaint, we will record it and review the circumstances surrounding the issue.

We aim to acknowledge complaints promptly and will investigate the matter fairly.

Depending on the nature of the complaint, this may involve:

• Reviewing emails and correspondence
• Checking telephone or customer records
• Reviewing quotations or contracts
• Reviewing supplier information
• Checking Letters of Authority
• Speaking with members of our team
• Contacting suppliers or other third parties where appropriate
• Reviewing the service provided by Orbital

We may contact you if we require additional information.

Our aim is to resolve complaints at the earliest reasonable opportunity.

Once we have investigated your complaint, we will explain our findings and, where appropriate, what action we propose to take.

Depending on the circumstances, this could include:

• Providing further information or an explanation
• Correcting an error
• Contacting a supplier or other third party
• Taking action to resolve an outstanding issue
• Apologising where our service has fallen below the standard we expect
• Reviewing our internal procedures
• Offering another appropriate resolution

If you are satisfied with our response, we will close the complaint.

If you are unhappy with our initial response, please tell us why and ask for the complaint to be escalated.

An escalated complaint will be reviewed by a senior member of the Orbital team who, where possible, has not been directly responsible for the original issue.

You can request escalation by emailing:

Admin@OrbitalGP.co.uk

Please include:

“Escalated Complaint”

in the email subject line.

We will review the complaint, our previous response and any additional information you provide before responding.

There may be circumstances where we have completed our investigation but you remain dissatisfied and we do not believe that further internal investigation is likely to resolve the complaint.

Where appropriate, we may issue a deadlock letter explaining our final position.

If you are an eligible business customer, receiving a deadlock letter may allow you to refer your complaint to our independent dispute resolution provider without waiting for eight weeks to pass.

Orbital Gas & Power Ltd is a member of the Energy Ombudsman dispute resolution scheme for energy brokers.

Orbital Gas & Power Ltd
Energy Ombudsman Membership Number: C35ORBI01

If you are an eligible micro or small business customer and:

• Your complaint has not been resolved within 8 weeks from the date you first raised it with us; or
• We have issued you with a deadlock letter;

you may be able to refer your complaint to the Energy Ombudsman.

The Energy Ombudsman provides an independent dispute resolution service and is free for eligible business customers to use.

The Energy Ombudsman will determine whether your complaint falls within the scope of its scheme.

www.energyombudsman.org

0330 440 1624

enquiry@energyombudsman.org

Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF

You should normally contact Orbital and allow us the opportunity to investigate your complaint before referring the matter to the Energy Ombudsman.

Orbital Gas & Power Ltd is an energy broker and utility management provider. We are not your electricity or gas supplier.

If your complaint relates directly to something your energy supplier has done — for example an incorrect supplier bill, supplier customer service, meter issue or supplier account problem — the complaint may ultimately need to be raised through that supplier's own complaints procedure.

Where Orbital is authorised to act on your behalf, we may be able to help you raise, investigate or manage the issue with the supplier.

If your complaint is about something Orbital has done or failed to do, you should use this Orbital Complaints Procedure.

We use customer feedback and complaints to help improve our services.

Where a complaint identifies a problem with our processes, communications or customer service, we will consider whether changes are required to reduce the likelihood of the same issue occurring again.

We are committed to treating customers fairly and handling complaints openly, professionally and respectfully.

Orbital Utility Management

One contact for every property, meter and utility.

Telephone: 0333 090 5117
Customer Care: Customer.Care@OrbitalGP.co.uk
Escalated Complaints: Admin@OrbitalGP.co.uk

Registered Office:
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ

Company Number: 12692423