Complaints Policy
Energy Customers
At Swift Payments, we are committed to providing our customers with outstanding service, and we continuously seek ways to enhance our support. We handle all customer complaints with professionalism, courtesy, and respect, striving to resolve any concerns within 5 working days. However, if necessary, we aim to reach a resolution within a maximum of 8 weeks from the date your complaint is lodged.
All complaints are recorded and assigned a unique reference number, which you can use when following up on your case.
Contact Details:
Telephone: 023 9338 2778
Email: [email protected]
Post: Swift Payments, 161 Elm Grove, Southsea, Portsmouth, PO5 1LU
Stage 1
If you experience an issue or are dissatisfied with our service, please reach out to us as soon as possible. We will work quickly to resolve the matter and restore your confidence in our service.
Stage 2
Should you remain unsatisfied with the initial resolution, you have the option to escalate your complaint to a Quality Assurance Officer.
If you are a small business[1] and your complaint pertains to our energy-related services, you may be eligible to refer your case to the Energy Ombudsman. This service is free and impartial, providing an alternative if we have not resolved your complaint within 8 weeks or if you are dissatisfied with our final response (i.e., you have received a ‘deadlock’ letter). You can contact the Energy Ombudsman through their website, phone, email, or post.
Website: www.energyombudsman.org
Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624 (Monday to Friday, 8am – 8pm, Saturday 9am – 1pm)
Email: [email protected]
[1] Small businesses are defined as those with fewer than 50 employees and an annual turnover of less than £6.5 million or a balance sheet total of under £5 million; or those consuming no more than 200,000 kWh of electricity or 500,000 kWh of gas annually.
