TrustGenie Complaints Procedure
At TrustGenie, we aim to make comparing energy, broadband, and property improvement services simple and stress-free. If something hasn’t gone as expected, we want to hear from you. Your feedback helps us deliver better service and continually improve our processes.
How to Contact Us
You can make a complaint by:
- Email: [email protected]
- Phone: 0191 821 0077
- Post: Offices 5 & 6, Esh Space, Bowburn North Industrial Estate, Durham, DH6 5PF
- Online: www.trustgenie.co.uk/
Our Process
- Acknowledgement (3 working days)
We’ll confirm we’ve received your complaint and let you know who is handling it.
- Investigation (10 working days)
We review the issue, speak with relevant partners (if needed), and work to resolve the problem. If it takes longer, we’ll update you.
- Response
We’ll explain what we found and what we’re doing to put things right. If you’re not satisfied, you can escalate your complaint.
Escalation Options
Senior Manager Review (10 working days)
Request a review if you are unhappy with our response.
Dispute Resolution Ombudsman
If we haven’t resolved your complaint within 8 weeks – or you’ve had our final response – you can contact the Dispute
Resolution Ombudsman for a free, independent review:
Website: www.disputeresolutionombudsman.org
Phone: 0333 241 3209
Email: [email protected]
Our Commitment
We will always handle your complaint fairly, respectfully, confidentially, and keep you informed throughout.