Our commitment to service applies to all aspects of our relationship with you.

Our standards of service

Across billing, queries and on time transfers, we offer exceptional service.

  • Queries responded to within 48 hours. If it is not possible to resolve your query immediately, we will keep you regularly informed of progress
  • Accurate monthly invoices
  • 24/7 online account management
  • On-time transfer of supply every time*
  • Expert advice to help you manage and reduce your energy consumption

What our Performance Pledge means to you

We aspire to deliver a quality service every single day. If you feel we have failed to meet any aspect of our Performance Pledge and you have not been able to resolve this with our Customer Service team, you can escalate your query to our complaints department at complaints@coronaenergy.co.uk.

*On-time transfers ‐ There are two circumstances which may cause your supply to start late; if your current supplier objects to the transfer of your supply or if you fail to provide sufficient detail so we can register your site on time. This includes Emergency Contact details if your supply point uses more than 732 000 kWh per year.

Our Complaints process

We work hard to ensure that all our customers get the best possible service from Corona Energy. Sometimes things can go wrong and when they do we want to resolve them as swiftly as possible for you.

There are two steps in our complaints process:

Step one – Get in touch

Contact our Customer Service team between 8.30am and 5pm, Monday to Friday.

 

t: 08442 64 64 64

e: SMEteam@coronaenergy.co.uk

a: Edward Hyde Building, 38 Clarendon Road, Watford, WD17 1JW

 

After you raise a complaint, we will investigate it. Our Customer Service Team will acknowledge your complaint within five working days, and aim to complete their investigation within ten working days. We will give you a detailed explanation about our investigation and our decision on your complaint.

Step two – Escalate your complaint

If the complaint has not been resolved within eight weeks, or you would like us to review the original decision of your complaint, you can contact our Customer Care Team. The Customer Service team are available on the above phone number between 8.30am and 5pm, Monday to Friday. Alternatively, you can email:

e: complaints@coronaenergy.co.uk

 

We will then aim to have a reviewed decision for you within two weeks.

If you are a microbusiness:

If, after eight weeks, we can’t resolve your complaint or you are not satisfied with our decision, you have the right to refer your complaint to the Energy Ombudsman.

The Energy Ombudsman is an independent body who arbitrate between customers and suppliers. The service is completely free to use. The Ombudsman has the authority to resolve a complaint and suggest corrective action to be taken by us or you. If you accept the Ombudsman decision it is then binding on us and we must put in place a remedy that is required. You can decline a decision by the Ombudsman and take your complaint elsewhere such as the courts.

You can contact the Ombudsman by:

t: 0330 440 1624

e: enquiries@os-energy.org

a: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

w: www.ombudsman-services.org/energy

f: 0330 440 1625

textphone: 030 440 1600

Please note the Energy Ombudsman will not investigate complaints made by non-microbusinesses.

The Citizens Advice Bureau

If you need independent and practical advice you can also contact Citizens Advice. If you live in England, Scotland and Wales you can call their Citizens Advice consumer helpline on 03454 04 05 06. You can talk to a Welsh-speaking adviser on 03454 04 05 05.

This service gives you free, confidential and impartial advice. For advice on your rights and responsibilities you can visit the Citizens Advice website www.adviceguide.org.uk.