ADR and complaints policy

Purpose

This Alternative Dispute Resolution (“ADR”) and complaints policy outlines how Trio Energy Limited handles customer complaints fairly, efficiently and transparently. It ensures that all complaints are acknowledged, investigated, resolved promptly and escalated where necessary, in accordance with applicable UK consumer protection and energy sector standards.

Scope

This policy applies to all customers and prospective customers of Trio Energy Limited, and to complaints relating to:

• Customer service
• Billing and payments
• Contracts and tariffs
• Metering issues
• Switching and transfer issues
• Sales and marketing conduct
• Vulnerable customer support
• Any other service provided by the company

Definition of a complaint

A complaint is any expression of dissatisfaction made by a customer, whether oral or written, relating to the services or conduct of Trio Energy Limited, where a response or resolution is explicitly or implicitly expected.

Complaints handling principles

Trio Energy Limited will:

• Treat all complainants fairly and respectfully
• Make the complaints process accessible and easy to use
• Investigate complaints impartially
• Resolve complaints as quickly as possible
• Keep customers informed throughout the process
• Learn from complaints to improve services

How to make a complaint

Complaints can be submitted through any of the following channels.

Please provide:

• Full name and contact details
• Account or reference number, if applicable
• A description of the complaint
• Relevant dates and supporting documents
• Your preferred resolution

The complaints process

Stage 1 — Acknowledgement

Complaints will be acknowledged within 5 working days of receipt. You will receive a complaint reference number, the name and contact details of the assigned handler, and the expected timescales for resolution.

Stage 2 — Investigation

We will review all relevant records and evidence, contact you if additional information is required, and conduct a fair and objective investigation.

Stage 3 — Resolution

A final response will normally be issued within 8 weeks of receiving the complaint. It will include a summary of the complaint, the investigation findings, the resolution offered, an explanation of any remedial action, and information about your ADR escalation rights.

Possible remedies include:

• An explanation or apology
• Corrective action
• Billing correction
• Compensation where appropriate
• Service improvements

Alternative Dispute Resolution

If you remain dissatisfied after receiving our final response, or if your complaint has not been resolved within 8 weeks, you may refer the matter to an independent ADR scheme: the Energy Ombudsman. The Ombudsman is independent and free for consumers to use.

The Ombudsman may:

• Require an apology
• Require corrective action
• Award compensation
• Require clarification or explanation

You must normally contact the Ombudsman within 12 months of receiving our final response.

Vulnerable customers

Trio Energy Limited is committed to supporting vulnerable customers. Additional assistance will be provided where required, including:

• Alternative communication methods
• Extended support timeframes
• Third-party representation where authorised
• Priority handling where appropriate

Record keeping

We maintain records of:

• Complaints received
• Investigation actions
• Outcomes and resolutions
• Response times
• Lessons learned

Records are retained in accordance with applicable data protection and regulatory requirements.

Confidentiality and data protection

All complaint information is handled confidentially and in accordance with applicable UK data protection legislation, including the UK GDPR and the Data Protection Act 2018. See our privacy policy for more.

Monitoring and review

This policy is reviewed annually, or sooner where:

• Regulatory changes occur
• Operational changes require updates
• Complaint trends indicate improvements are needed

Policy ownership

Policy owner: Compliance Department.
Approved by: Senior Management.