Complaints

At Key Results Ltd, We are committed to improving the service we provide to our customers. If there is an issue with the service you have received you can contact us and we will endeavour to resolve the issue amicably and promptly.

Step 1
If you are dissatisfied please contact our Customer Services to raise your complaint and provide all the details regarding the issue.
Telephone: 0345 021 2102
Email: Contactus@key-results.co.uk
Address: First Floor, 57C, North Woolwich Road. London. E16 2AA

A member of our customer service team will get back to you within 5 working days confirming your complaint has been received. They will inform you further about how your complaint will be handled and identify the person who will handle your complaint.
We endeavour to give you a final response within 2 weeks however in complicated cases it may take up to 6 weeks to get a final response from us. If we do not hear from you within 7 days after the final response, we will assume that you are satisfied with the outcome and will close your complaint.

Step 2:
If our customer services adviser is not able to resolve your complaint or you’re not entirely satisfied with the outcome you can escalate the complaint to Manager level complaint. Your complaint will be reviewed by a manager. However in case of any new material or evidence it is unlikely that the outcome will change.
You can expect to get a final response for the Manager level complaint within 2 weeks.

Step 3:
If your complaint is unresolved for more than 8 weeks or you are not satisfied with the final outcome (we call this a deadlock) you have the option to contact free of charge and impartial Ombudsman service regarding your complaint.
Tel: 0330 440 1624
Email: enquiry@ombudsman-services.org
Address: Ombudsman Services, Energy, PO Box 966, Warrington, WA4 9DF
Website: https://www.ombudsman-services.org/energy

You can contact Ofgem regarding your complaint. You can find detailed information on how to contact them and their complaints handling procedure on their website https://www.ofgem.gov.uk/

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