IEM 360 Complaints Procedure

Our Commitment to You

IEM 360 provides the highest standards of service, care, and customer experience at every stage of our service offering. However, we recognise that sometimes things can go wrong. If this happens, we are committed to addressing your concerns promptly, fairly, and efficiently.

All complaints will be managed with courtesy and impartiality throughout the process. We are also committed to continuous improvement and will use feedback from complaints to enhance our future service.

What Can You Complain About?

If you are unhappy with the service you have received from IEM 360, one of our employees, or one of our suppliers, please let us know as soon as possible so we can investigate.

Financial Loss

If you believe you have suffered a pecuniary loss because of switching with us, please contact us at the earliest opportunity. Complaints of this nature are treated very seriously, and early notification allows us to investigate more effectively.

Supply Interruption

If your utility service has been disconnected prematurely during the switching process, we will treat this as an urgent matter and will contact your new provider immediately to restore your supply as quickly as possible. Please note that this is extremely unlikely to occur during an energy switch.

How Long Will It Take to Resolve Your Complaint?

  • We will acknowledge your complaint within one working day of receipt (by email or post).
  • We will keep you informed of progress at least every five working days.
  • We aim to resolve all complaints within ten working days.

If We Are Unable to Resolve Your Complaint

If your complaint remains unresolved, you may refer the matter to Ombudsman Services: Energy, whose service is free to use.

You may contact the Ombudsman:

  • Once 8 weeks have passed since you first raised your complaint, or
  • If you receive a Deadlock Letter from us (sent by First Class post), whichever happens first.

You must contact the Ombudsman:

  • Within 12 months of receiving a Deadlock Letter, or
  • Within six years of the complaint remaining unresolved after 8 weeks.

Ombudsman Contact Details

Record Keeping

IEM 360 will retain a full record of all complaints and related correspondence for a minimum period of 12 months.

How Complaints May Be Resolved

We believe it is important to be open, honest, and to apologise when we get things wrong.

Depending on the circumstances, resolution may include:

  • An explanation and formal apology
  • A goodwill gesture, where an apology alone is not proportionate.
  • Compensation, where actual and evidenced pecuniary loss or expenses have been incurred due to our actions or omissions.

Goodwill gestures are discretionary and differ from compensation payments, which are intended solely to reimburse proven losses.

Our goal is always to resolve complaints in a way that is fair and satisfactory to the complainant.

How to Contact Us

We recommend keeping any relevant bills, statements, or documentation available to support your complaint.

Complaints can be made by phone, in writing, by email, or in person.

Customer Service Lead

Phone:
+44 (0)1207 249 280
(Lines open Monday to Friday, 8:30am – 5:00pm)

Email:
complaints@iem360.com

Post:
Customer Services
IEM 360
Office 70, Derwentside Business Centre
Consett
County Durham
England
DH8 6BN