17 Galena Close, Amington House, Tamworth, B77 4AS

01827 816 230

Opening : Mon-Thur 08:00 – 18:00 Fri 08:00 – 17:00

Complaint Code of Practice

We aim to provide a world class standard of customer service. However, if you wish to raise a complaint or raise a query with regards to any aspect or area you have not been sufficiently satisfied with, please get in touch via email with our complaints team – customerservices@merciauk.com

Should the complaint be in regards to your energy provider please contact them directly.

To continue with your complaint please complete the contact us form and someone from our customer services team will contact you.

We aim to acknowledge reciept of any complaint within 10 working days. The complaint will then be recorded and any corrective action required.

We may need to contact you further for any additional information. In certain circumstances, we may also have to pass your complaint onto the supplier who will carry out the investigation and any further correspondence will be made via the supplier.

Alternatively, independent advice can be provided:

Citizens Advice

Contact via phone: 0845 404 0506

Website: http://www.citizensadvice.org.uk 

Energy Ombudsman

Contact via Phone: 0330 440 1624 or 01925 530263

Contact via Phone: 0330 440 1624 or 01925 530263

Contact via text phone: 0330 440 1624 or 01925 530263

Write to: Ombudsman Services Energy, PO BOX 966, Warrington, WA4 9DF

Contact via email: osenquiries@os-energy.org

Contact a member of our team now

Whether you are a energy supplier or an energy customer our expert team is on hand to help and answer your questions or signpost you to the right department