Step 1

Call HFA energy consultancy Ltd on 0191 481 3452 so that we can discuss your complaint and help find a satisfactory solution.

You can also email us at [email protected] or write to:

Complaints Team
HFA Energy Consultancy,
One Trinity Green,
South Shields,
Tyne and Wear,
Ne33 1SA

We’ll carry out a full review of all the actions we’ve taken and all correspondence between us. We will always use our best endeavours
and will work with you to resolve your complaint and keep you informed through to resolution.

We will try to resolve your complaint as quickly as possible. We will give you an explanation and an apology for any problems and/or any inconvenience we have caused you and take action to put things right.

Step 2

In the unlikely event that our specialist team have been unable to resolve your complaint or you remain unhappy you can ask for your
complaint to be referred to our Managing Director and request that they contact you by phone or letter.

Alternatively you can email [email protected] or write to:

Mr Lawrence Yehia
HFA Energy Consultancy,
One Trinity Green,
South Shields,
Tyne and Wear,
NE33 1SA

If you’ve followed steps 1 and 2 and remain unhappy or we haven’t been able to resolve your complaint, the Executive Complaints Team will refer your complaint to our Directors for review.

Our Directors will look into how we’ve handled the complaint, what advice we’ve given you and what we’ve offered to do to see if we should do anything differently. We will let you know what the outcome of the decision is and the reasons for our decision. You’ll then receive a Final
Deadlock Response letter explaining our final position. If you have had an unresolved complaint for more than 8 weeks about a gas or electricity broker/company or are not satisfied with our Final Deadlock Response Letter then the Energy Ombudsman can help. Their service is free to you to use and is impartial.

Website: www.ombudsman-services.org 
Email: [email protected]
Phone: 0330 440 1624

Post:
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9D

HFA Energy Consultancy Ltd is continuously committed to making improvements to our service.