Complaint Handling Procedure

Complaint Handling Procedure

Coral Energy are committed to providing the highest quality of service in all that we do. We are constantly looking to improve our approach and services so please get in touch with any member of the team should you have any views or ideas on how improvements could be made.

In the unlikely event that a complaint is raised then we will respond with courtesy and respect. Coral Energy will aim to handle complaints quickly, effectively and in complete confidence.

All complaints will be recorded in accordance with the Data Protection Act and the following steps will be followed aiming to resolve your complaint:

A complaint can be made by telephone, email, or letter to the following address:

Telephone number: 01403 288755 / 01403 288750


Address: Coral Energy Ltd, The Chimes, 175 Manor Fields, Horsham, West Sussex. RH13 6SG.

Please ensure that you include as much detail as possible about the complaint and how you expect resolution along with your contact details.

Complaints will be acknowledged within two business days of receipt providing a case number and contact details of the person assigned to handle the complaint.

The complaint will be investigated, and a written response provided within ten working days of receiving the complaint. If the investigations are taking longer than expected, then a holding communication will be issued within ten working days advising revised timescales.

Coral Energy will aim to ensure that the complaint is resolved by concluding with an apology, making a good will gesture or providing compensation.

If you are dissatisfied with the outcome from Step 2 you can appeal within ten business days of the date if the of the outcome and progress to Step 3.

If no further communication is received, then the complaint will be deemed resolved after ten working days from the date of the outcome communication.

An appeal should include where possible further details and evidence to support the complaint. The appeal will then be escalated to the Managing Director for investigation.

The appeal will be responded to within eight weeks of receipt of the complaint and should this not happen, or you are still not satisfied with the outcome you can escalate your complaint to Ombudsman Services which is detailed in Step 4.

From Monday 28th March 2022, Ofgem confirmed that Ombudsman Services will offer an Alternative Dispute Resolution (ADR) provider for energy brokers and their clients.

It is an impartial and free service with their independent, impartial service considering both the rules and regulations and what is fair and reasonable.

Their contact details are as follows:



Telephone number: 0330 440 1624

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF