Making a complaint
At Energylinx we are committed to ensuring that we provide you with the highest possible level of
We take complaints very seriously and we have provided the following information to allow you to see how
to make a complaint and how to escalate it.
For complaints about Energylinx's energy comparison and switching services, or about Energylinx in
general, please contact the Energylinx customer services team using one of the options below:
- Email: Elxcomplaints@energylinx.com
- Post: Gocompare.com Limited (T/A Energylinx), 4 Callaghan Square, Cardiff, Wales, CF10 5BT
- Telephone: 01633 654060
Our Customer Services team will respond to your enquiry as quickly as possible, and will discuss with you
how best to resolve the matter.
As soon as a complaint is received:
We aim to resolve your complaint within three working days of receipt. Following the resolution of a complaint within three working days, a summary of your complaint will be sent to you in writing. If we are unable to resolve your complaint within three working days, you will receive a formal acknowledgement of your complaint within five working days. This acknowledgement will contain our understanding of the complaint.
After we have investigated your complaint:
As soon as we have completed our investigation, we will write to you to notify you of the outcome and, if applicable, the nature and terms of any settlement and any remedial action we have taken. Any compensation we offer will be fair and the basis of the calculation will be explained.
If you feel that the matter has not been resolved to your satisfaction you can use the Consumer Ombudsman scheme or the European Commission's Online Dispute resolution platform. The Consumer Ombudsman can be contacted using the details below:
- Website: http://www.consumer-ombudsman.org
- Address: The Consumer Ombudsman, The Brew House, Wilderspool Park, Greenall's Avenue, Warrington, WA4 6HL
- Phone: 0333 300 1620
The European Commission also makes available an online dispute resolution platform which can be accessed using the link below: