Complaints Handling Procedure


1. Introduction


At CSR Sustain we are committed to providing excellent service to our clients. However, we understand that sometimes concerns or complaints may arise. This document outlines our procedure for handling complaints effectively and ensuring a fair resolution.


2. Definition of a Complaint


A complaint is defined as an expression of dissatisfaction from a client about our services or the conduct of our staff. This can be related to issues such as billing, contract disputes, communication problems, or any other aspect of our service.


3. Initial Contact


Clients are encouraged to first raise their concerns with their assigned account manager or customer service representative. This can be done via phone, email, or in writing. All clients raising a complaint will be treated with courtesy and respect by the respective account manager. In the first instance a complaint might be resolved by apologising, making a goodwill gesture, or giving compensation. The staff member will make every effort to resolve the issue promptly, normally within 5 working days.


4. Escalation to Energy Ombudsman complaints department


If the client is not satisfied with the initial response or the issue remains unresolved, the complaint should be escalated to our dedicated Complaints Department. Clients can submit a written complaint to All complains can be made and progressed through each stage of the process either by phone, in person, or in writing. The Complaints Department will work to resolve any complains within 5 working days.


5. Investigation and Resolution


Upon receiving the complaint, the Energy Ombudsman complaints department will conduct a thorough investigation into the matter. This may involve gathering additional information from the client, relevant staff members, and any other relevant parties. The aim is to reach a fair and impartial resolution.


6. Communication of Findings


Once the investigation is complete, the Energy Ombudsman complaints department will communicate its findings to the client. This will include details of the investigation, the resolution proposed, and any steps that will be taken to prevent a similar issue in the future.


7. Ombudsman Referral


If the client remains dissatisfied with the resolution provided by CSR Sustain, they have the right to escalate the matter to the relevant Energy Ombudsman complaints department. This service is impartial and free to use. Clients can contact Energy Ombudsman directly with the following contact details:



Energy Ombudsman

P.O. Box 966

Warrington, WA4 9D


Phone: 0330 440 1624



8. Continuous Improvement


We view complaints as an opportunity to improve our services. Feedback from complaints will be analysed to identify any systemic issues and implement changes to prevent similar problems in the future.


9. Review and Update


This Complaints Handling Procedure will be regularly reviewed and updated to ensure its effectiveness. Any changes will be communicated to staff members and clients.

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