Queries and Complaints

Corona Energy is committed to offering high quality customer service. If you have a query or complaint about our service, we will do all we can to resolve your issue as soon as we can. Our Customer Services department is available 8.30 am to 5:00 pm, Monday to Friday and is staffed by experienced industry professionals with access to all your account details.

In the event that Corona Energy has made an error with your account we promise we will do our best to put this right as soon as we can.

Who will deal with your query or complaint?
When you call our Customer Services team on 08442 64 64 64 one of our Account Executives will try to resolve your query or problem immediately. All of our Account Executives have full access to your account details and are extensively trained.

How will your query or complaint be handled?
The Account Executive will try to resolve your query or complaint on your initial call. If they are not able to do so they will explain the reasons why and make every effort to inform you of the likely timescale for a resolution. The details of your query or complaint will be logged on our system. This ensures that each time you call all the relevant information is immediately available. We will work on your query or complaint and we will contact you as soon as we can with our response.

From that point, we will either inform you of our proposed resolution to your complaint or update you on progress and when we expect to resolve the issue. Our standards for complaint handling ensures that we will contact you within 10 working days of logging your complaint, therefore keeping you aware of the progress of your issue. Once we have resolved the complaint or query the Account Executive will inform you of the resolution. If, as a result of your query, we have made a mistake in the provision of our service to you then we will of course apologise and put the matter right as soon as we can. 

If your query or complaint relates to a problem with the delivery of your gas, we may have to pass it on to the relevant distribution network operator to investigate. We will then keep you informed of any progress. Our aim is to ensure that we support you until the issue is resolved to your satisfaction.

What can I do if I don’t agree with the resolution?
If you are not satisfied with the resolution (or any proposal for a resolution) please contact our Customer Services team who will be happy to discuss the issues with you. They will make every effort to agree a mutually acceptable resolution. If this is not possible the issue will be escalated to a more senior level within the company. Following the escalation of a query or complaint it may be necessary to conduct further investigations to ensure that the most appropriate solution is found. We will make every effort to keep you informed of the progress of your query or complaint.

In the event that a complaint is not resolved to your satisfaction within 8 weeks then you may be entitled to refer your issue to the Energy Ombudsman. This opportunity is available to small and medium sized organisations. Further details of the service provided by the Ombudsman can be found on their website: www.energy-ombudsman.org.uk

The Energy Ombudsman can also be contacted directly: 

Energy Ombudsman
Wilderspool Park, Greenall's Avenue, Warrington WA4 6HL

Telephone: 0330 440 1624 or 01925 530 263

Fax: 0330 440 1625 or 01925 530 264