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Complaint Handling Procedure

In compliance with the Energy Ombudsman ADR Scheme
At ROSSAN CONSULTANCY T/A ROSSAN LTD, we are committed to providing excellent service to all our clients. However, we understand that sometimes things can go wrong. If you are unhappy with our service, we want to hear from you so we can put things right. This complaint handling procedure outlines how you can raise a concern and what you can expect from us in response. 1. Visibility & Access This procedure is: Published on our website http://rossanltd.co.uk/ Available free of charge by email or post upon request. 2. How to Make a Complaint You can raise a complaint through any of the following methods: Email: Rossan@Rossanltd.co.uk Phone: 03007727101 Post: 3 Moss Close, Pinner, HA5 3AY Please include your full name, contact details, and a description of your complaint. If possible, include any supporting documentation. 3. Our Complaint Process We will acknowledge receipt of your complaint within 5 working days.A member of our team will investigate the issue thoroughly and impartially. We aim to issue a final response within 10 working days. If further time is required, we will update you regularly and aim to resolve all complaints within 8 weeks. All complaints are treated with courtesy, fairness, and respect. We will maintain a record of your complaint, including key dates and communications, for at lease 12 months. 4. If You’re Not Satisfied If we cannot resolve your complaint within 8 weeks, or if you are not satisfied with our final response (also known as a Deadlock Letter), you may refer your complaint to the Energy Ombudsman. 5. Escalation to the Energy Ombudsman The Energy Ombudsman provides a free, independent, and impartial service for resolving unresolved disputes. You can contact the Energy Ombudsman if: You receive a deadlock letter from us and are still dissatisfied.Your complaint remains unresolved after 8 weeks from the date we received it. Contact details: Ombudsman Services: Energy Website: https://www.ombudsman-services.org/energy Post: Ombudsman Services, PO Box 966, Warrington, WA4 9DF • Name: Energy Ombudsman • Website: www.energyombudsman.org
• Email: enquiry@energyombudsman.org • Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm) 6. Commitment to Fairness We are committed to resolving all complaints fairly and transparently. All complaints are handledfree of charge, and you will never be penalised for raising a concern. If you require a copy of this complaint procedure in an alternative format (e.g., large print or different language), please contact us. Let me know if you'd like this turned into a Word or PDF document with your branding and contact.