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01268 495555 MyADSI

Customer Complaints Procedure

At ADSI Ltd we are committed to providing our customers with an excellent level of service. We
recognise that we sometimes get it wrong, and when we do, we want you to tell us so that we can put
things right as quickly and smoothly as possible. With this in mind, we have developed a Complaints
procedure which explains who you should contact and what to do if you have a complaint about
ADSI’s services.

Contacting us
If you would like to make a complaint about an Energy service, please call your Account Manager on
01268 495555. These lines are open from 9am to 5pm Monday to Friday.
If you would prefer to write to us or email instead, please address your letter to:

Alexander House
Christy Court
SS15 6TL

How we will deal with your complaint
When you contact us, we will normally ask you to give us the following information in order to deal
with your complaint as efficiently as possible:

  • Company name and account number
  • Name, contact phone number and postal address
  • Nature of the complaint (including any relevant detail)

You can give this information to us over the phone, email or in writing.
When we have registered your complaint, we will give it an identification number that you may refer to
in any further contacts with us regarding your complaint. We will make every effort to resolve your
complaint when you first contact us. However, this is not always possible and we may have to Investigate your complaint further.

Whatever your complaint, we will give you our initial response to it no longer than 7 working days from
when you notified us.

If you are not happy about the way in which your complaint has been handled, you can call us on 01268 495555 and ask to speak to the Team Manager.
The Team Manager will normally respond to your complaint within 7 working days. If after having
contacted the Team Manager you are still not satisfied about the way we have dealt with your
complaint, you should submit your complaint in writing, fully stating the grounds of your complaint, this
will then be reviewed by the Sales Manager. At this point, the decision of the Sales Manager is the Final Position for ADSI.

We aim to resolve all complaints within 15 working days from when you notify us but more complex
cases may take longer.

Escalating your complaint

If you are still unhappy with the final decision, you can ask for a letter of Deadlock, which can be used to appeal to the Energy ADR scheme.

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