tanzenenergy

Complaints Procedure

Last updated: 15 March 2026

1. Our Commitment

Tanzen Energy Limited is committed to providing an excellent standard of service. If something goes wrong, we want to hear about it, put it right, and learn from it.

2. How to Raise a Complaint

You can make a complaint by:

  • Email: hello@tanzenenergy.com
  • Phone: 07356 065255
  • Live chat: via the chat widget on tanzenenergy.com
  • Post: Tanzen Energy Limited, Manchester House, Grosvenor Hill, Cardigan, Ceredigion, SA43 1HY

Please provide as much detail as possible, including the nature of the complaint, relevant dates, and the outcome you are seeking.

3. What Happens Next

Stage 1: Acknowledgement

We will acknowledge your complaint within 2 working days and assign it to a named person who will be your point of contact throughout the process.

Stage 2: Investigation

We will investigate your complaint thoroughly. This may involve reviewing our records, speaking with the team members involved, and visiting the property if appropriate. We aim to resolve complaints within 14 working days.

Stage 3: Response

We will write to you with our findings and, where appropriate, an explanation of what went wrong and what we will do to put it right. If we need more time, we will let you know and provide a revised timescale.

Stage 4: Escalation

If you are not satisfied with our response, you may request that your complaint be escalated to the company director. This review will be completed within a further 14 working days.

4. Further Recourse

If you remain dissatisfied after exhausting our internal complaints process, you may have the right to:

  • Seek mediation through a recognised alternative dispute resolution (ADR) provider
  • Contact Citizens Advice (citizensadvice.org.uk) for guidance on your consumer rights
  • Take legal action through the courts (we hope this will not be necessary)

For complaints about how we handle your personal data, you also have the right to contact the Information Commissioner’s Office (ico.org.uk).

5. Learning from Complaints

We review all complaints to identify patterns and improve our services. Your feedback helps us get better.