Xtra Energy Ltd
Complaint Policy
At Xtra Energy Ltd, we are committed to delivering high-quality products, installations, and customer service. If something has gone wrong, we want to hear about it so we can resolve the issue quickly and learn from the experience. This Complaints Policy explains how you can raise a concern, how we will handle it, and what support is available to you throughout the process.
Our Commitment to You
All staff members are trained to understand and follow our complaints procedure.
We take all complaints seriously and aim to resolve them fairly, promptly, and consistently.
All complaints are handled with sensitivity, confidentiality, and in accordance with
RECC (Renewable Energy Consumer Code) requirements
UK GDPR and data protection rules
We will keep you informed throughout the process and check that you are satisfied with the outcome.
Complaints help us improve our service. We review all complaint data regularly to identify any areas for improvement.
How You Can Make a Complaint
You may raise a complaint via:
Phone: 0191 7163555
Email: hello@xtraenergy.co.uk
Post:
Xtra Energy Ltd
Unit One, Storey Court
Dunne Road
Blaydon-on-Tyne
NE21 5NH
Complaints may be made verbally or in writing.
When we receive your complaint, it will be logged in our internal complaints register and assigned to the appropriate handler for review.
Our Process
1. Acknowledgement
You will receive written confirmation of your complaint within 3 working days, including:
The name of the person handling your complaint
Information on the next steps
An estimated time frame for a full response
2. Investigation
Your complaint will be investigated thoroughly by a suitable member of staff. This may include:
Reviewing documents, proposals, drawings, or installation reports
Speaking with staff, installers, or subcontractors involved
Conducting a site visit if required
We aim to provide a full written response within 14 working days.
If more time is needed, we will update you with a progress report and a new target date (no longer than an additional 14 working days).
3. Final Response
Our final written response will outline:
What we investigated
What we found
What action has been taken
Details of any agreed resolution
If you are satisfied, the complaint will be closed.
If You Are Not Satisfied
If you feel we have not handled your complaint fairly or you remain unhappy with our final response, you have the right to escalate the matter externally.
As a member of the Renewable Energy Consumer Code (RECC), you may refer your complaint to RECC for mediation or dispute resolution.
Contact RECC:
Renewable Energy Consumer Code (RECC)
Website: https://www.recc.org.uk/consumers/how-to-complain
Email: info@recc.org.uk
Phone: 020 7981 0850
RECC can provide:
Mediation
Conciliation
Independent arbitration (if necessary)
Their process is impartial and designed to help resolve disputes between consumers and renewable energy companies.
Continuous Improvement
Senior management at Xtra Energy Ltd reviews complaints regularly to monitor performance, identify patterns, and improve internal processes. This policy is reviewed annually or sooner if required.
Policy Last Updated: [22 Nov 2025]
Next Review Due: [21 Nov 2026]
Contact us
XTRA ENERGY LTD
Unit One, Storey Court
Dunne Road
Blaydon on Tyne
NE21 5NH
Email: hello@xtraenergy.co.uk
