1. Our Commitment

At ITEA Limited, we value our clients and aim to deliver high-quality services. If you are dissatisfied, we encourage you to raise a complaint. All complaints will be handled promptly, fairly, and with courtesy and respect.

2. How to Raise a Complaint

You can raise a complaint free of charge using any of the following methods:
– By Email: admin@itealimited.co.uk

– By Post: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
A copy of this procedure is available on our website.

3. Our Complaint Handling Process

1. Acknowledgement
   – We will acknowledge your complaint within 5 working days of receipt.
2. Investigation
   – We will investigate your complaint thoroughly, keeping a written record of all details (including dates, communications, and actions taken).
3. Response
   – We will provide you with a full written response within 10 working days where possible.
   – If we need more time, we will explain why and keep you informed of progress.
4. Resolution
   – Complaints may be resolved through:
     • An explanation or apology
     • Corrective action
     • A goodwill gesture or compensation (where appropriate)

4. Escalation to the Energy Ombudsman

If we cannot resolve your complaint, or it remains unresolved after 8 weeks, you have the right to refer the matter to the Energy Ombudsman. Their service is impartial, independent, and free of charge to you.
Energy Ombudsman Contact Details:
Post:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: http://www.energyombudsman.org

5. Continuous Improvement

We use complaints as an opportunity to improve our services. Feedback helps us identify areas for improvement and implement changes.