Complaints Procedure


Streem Line Energy Procurement is dedicated to delivering exceptional service and strives to achieve high standards in meeting your requirements. Customer satisfaction is a key priority in our operations. Despite our best efforts to maintain these standards, we understand that there may be occasions when our customers feel the need to express dissatisfaction with our services.

We value all feedback, positive or negative, as it plays a crucial role in refining our processes and services. To manage this effectively, we have established a comprehensive Complaints Policy and a detailed Complaints Procedure.

Our Complaints Policy outlines our general approach to managing complaints, while our Complaints Procedure clearly describes how we handle individual complaints.


Streem Line Energy Procurement is committed to resolving complaints promptly, fairly, and effectively. Our objectives are to:

  • Promptly rectify issues for our customers when things go awry
  • Keep customers updated on their complaint's progress and the outcome of any investigations
  • Learn from each complaint to enhance our future performance
  • Set and monitor targets for responding to complaints
  • Inform customers about their right to escalate their complaint to the Energy Ombudsman if they are dissatisfied after exhausting our internal Complaints Procedure


The Streem Line Energy Procurement Complaints Policy and Procedures are easily accessible to customers. These documents provide detailed instructions on lodging a complaint and the expected response times from us.

What is a complaint?

A complaint arises when a customer is unhappy with our action or inaction, and the issue has not been resolved to their satisfaction.

Who is a customer?

A customer is anyone who seeks or receives a service from Streem Line Energy Procurement.

How can a complaint be made?

Customers can lodge a complaint through phone, email, our website, or by post.

What is the complaint process?

The process for lodging a complaint is outlined in our Complaints Procedure, which is a single document accessible to both Streem Line Energy Procurement staff and our customers.

Monitoring Streem Line Energy Procurement is dedicated to continual improvement in service delivery.

Our Service Standards for Complaints are:

  • Ensuring the ease and simplicity of the complaint process
  • Aiming to respond within set timelines and keeping customers informed
  • Providing a comprehensive response in the customer's preferred format
  • Implementing changes in services based on customer complaints

A quarterly monitoring report will be prepared for the management team. We also value customer feedback on our handling of their complaint, using this information to improve our services.

The Complaints Policy will be reviewed regularly.

Responsibilities The Senior Management Team and supervisors are tasked with fostering excellent customer care practices within their teams. Adherence to the Customer Complaints Policy is the responsibility of all company members interacting with customers.

Equality & Diversity We believe in treating all customers who lodge complaints fairly and without discrimination, in line with our Equality & Diversity Policy.


This Procedure applies only to complaints against Streem Line Energy Procurement, not your Energy Supplier or Network Operator.

Complaints against your Energy Supplier or Network Operator For issues with your Energy Supplier or Network Operator, contact them directly following their official complaint procedures. If unsatisfied after eight weeks (or six weeks for specific cases), you may escalate to the Energy Ombudsman at

Complaints against Streem Line Energy Procurement If you are dissatisfied with our services, we take your complaint seriously and confidentially, aiming for a swift resolution.

Your feedback helps us improve. We handle all personal information in compliance with the Data Protection Act & GDPR.

We address complaints swiftly, courteously, and fairly. Should we identify a mistake, we may offer an apology, explanation, remedial actions, and, where appropriate, compensation.

To lodge a complaint, contact us directly within five working days of the incident. Complaints can be made via:

Our Complaints Handling Procedure includes:

  1. An initial response within five working days and a further response within four weeks.
  2. Regular updates on the complaint process.
  3. An escalation option to the Operations Manager for a comprehensive review and final response within four weeks of escalation.
  4. After eight weeks, if unresolved, we will explain the reasons and available options.
  5. Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached

Energy Ombudsman is impartial and free to use
Energy Ombudsman can be contacted in the following way:

Energy Ombudsman
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF

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