If something is not right, we want it raised clearly and handled properly.
This procedure covers complaints about Dernetz service, communication, documentation, or the handling of a brokerage matter. If the issue relates to a supplier or network party, we will still help explain the correct route.
How to send a complaint
- Customer or business name
- The contract, meter, site, quote, or issue you are referring to
- What happened and why you think it is wrong
- Any dates, documents, emails, or supplier references that help explain the issue
- What outcome you are asking for
Acknowledgement
We aim to acknowledge the complaint quickly and confirm who is reviewing it.
Investigation
We review the account history, documents, communications, and the commercial context behind the issue.
Response
We explain what we found, what we can correct, and whether any supplier or third-party escalation is also needed.
Escalation guidance
If an external redress or supplier route applies, we explain the relevant path and the documents to keep.
Depending on the customer type and the issue, an external supplier, regulator, advice body, or redress route may be relevant. We signpost that route where appropriate instead of leaving the customer to guess.