Help & Support

SOPEG takes pride in providing all round solutions which includes establishing excellent communication channels - ensuring you receive the best service and support possible.

We are committed to providing a high-quality service and handling any issues fairly and promptly. If something goes wrong, we want to hear from you — it helps us improve and maintain our standards.

Complaints handling is available by phone, email, post, or in person, free of charge.

Contact Details:

• Contact Person: Jayne Robson
   
• Email: ask@saveourplanetenergygroup.co.uk
   
• Phone: 0191 466 1365 | Mobile: 07572 284478
   
• Registered Office: Unit 9A, Quay View, Union Quay, North Shields NE30 1HJ

You can submit a complaint:

• By phone
   
• In person
   
• In writing, including email
   

All complaints will be treated courteously and respectfully.

We aim to resolve complaints within 8 weeks. If a complaint is not resolved in this time, you may contact the Ombudsman Service, which is impartial and free for clients.

Ombudsman Service Contact Details:

• Post: Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF.
   
• Phone: 0330 440 1624
   
• Email: enquiry@ombudsman-service.org

1. Acknowledgement: We’ll send a letter within 5 working days confirming receipt of your complaint and which director is handling it.
    
2. Investigation: The appointed Director will review your file and speak to the staff involved.
    
3. Meeting / Discussion: Within 14 days, the Director may invite you to discuss and resolve your complaint.
    
4. Confirmation: Within 5 working days of the meeting, the Director will confirm outcomes and solutions (apology, goodwill gesture, or compensation).
    
5. Written Reply (if no meeting): If a meeting isn’t possible, a detailed written response will be sent within 21 days.
    
6. Review: If unsatisfied, you can request another Director or manager to review the decision.
    
7. Final Position: We’ll respond within 14 days of receiving your review request, confirming our final position.
    
8. Deadlock Letter: If still unresolved, we issue a deadlock letter advising how to take your complaint to the Ombudsman.
    
9. Ombudsman Escalation: The Ombudsman Service is impartial and free to use.
    

• We handle complaints professionally and fairly
   
• Timely responses with clear guidance at each stage
   
• Multiple channels for submitting complaints
   
• Independent escalation via Ombudsman if needed