RAM Energy Announcement
Robin Hood Energy, our supply license partner, have recently announced that they’ve agreed a sale of their business to British Gas. Please see the announcement for more details
How can I make a complaint?
At RAM Energy, we are committed to making sure that all our customers receive excellent service from us and we will do our best to make sure we get things right first time. However, we know that sometimes we may get things wrong. If we do get something wrong, give us a call and we will do our utmost to put things right for you.
If you do decide to make a complaint about any aspect of our service, rest assured that we will take your complaint seriously. We will work hard to resolve the problem and use your feedback to improve the way we deliver our services in the future. We will also keep you informed about what is going on throughout the process so that you know what is happening every step of the way.
If your complaint is about a problem with the delivery of your gas or electricity, get in touch with us straight away so we can fix it for you. For further information you can also refer to our Complaints Handling Procedure.
Tell us if you're not happy
If you are still not happy
If you have made a complaint and you are not happy about how it has been resolved, we will talk to you about how we can work together to sort it out. You can also ask us to undertake an internal review of how we are handling your complaint.
We will work hard to try and get a result that you are happy with. But if you are not, we will look into things again and you will receive what is called a ‘final response’ or ‘Deadlock Letter’, which means we have not been able to resolve things for you. In the letter, we will recap what has happened and what we have suggested. We will also give you contact details for the Energy Ombudsman.
To resolve your complaint we will:
- Give you an explanation about what went wrong.
- Put things right quickly.
- Apologise if we have made a mistake.
- Offer compensation, if we feel it is appropriate. As a not-for-profit company we are different to other energy suppliers and will only pay compensation where we or our business partners have caused financial harm.
If you need independent advice
It is easy to get independent advice about your energy supply. The Citizens Advice consumer service gives free, confidential and impartial advice. You can get in touch with them for advice at any time during the complaints process.
Visit: Citizens Advice
The Energy Ombudsman
If we have sent you a final response or it has been eight weeks since you complained and we still have not fixed things, the Energy Ombudsman is your next step. It’s a free, independent service to help resolve complaints about energy suppliers.
They will make a decision on your case, to which RAM Energy is bound (not you). You do not have to accept their decision, but if you do, they will tell us what we need to do next. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you compensation.
You can contact the Energy Ombudsman by:
- Phone: 0330 440 1624
- Textphone: 0330 440 1600
- Fax: 0300 440 1625
- Email: email@example.com
- Post: Ombudsman Service: Energy, PO Box 966, Warrington WA4 9DF
You can find out more about the Energy Ombudsman online.
How can I contact the Citizens Advice consumer service?