We aim to deliver the highest standards of service. If something goes wrong, we want to put it right quickly.
How to make a complaint
You can contact us by phone on 0116 497 6677, by email at contact@pogoenergy.co.uk, or in writing to our office at 46 School Lane, Woodhouse, Loughborough, LE12 8UJ.
Please provide as much detail as possible, including your name, address, contact details, and details of the work carried out.
Our process
We will acknowledge your complaint within 5 working days.
We will investigate and aim to provide a full response within 20 working days.
If the issue is complex and requires more time, we will keep you updated on progress.
If you are not satisfied
If we are unable to resolve your complaint, you can refer it to the Renewable Energy Consumer Code (RECC) for independent dispute resolution:
Email: info@recc.org.uk
Phone: +44 (0)20 7981 0850
RECC will review your complaint and, if necessary, offer access to their Alternative Dispute Resolution (ADR) process, which is free of charge to consumers.
You can also seek advice and guidance from TrustMark, who oversee consumer protection for our sector.