Tickd complaints policy
Founded on Values of Simplicity, Honesty and Digital Disruption.
Our technology was originally built to help small businesses switch their energy in a seamless way. After our launch in September 2020, we realised that we the problem we were solving was even bigger than we thought.
Energy brokers and suppliers loved what we had built and wanted to “white label” the technology to help them streamline their processes for lower-using customers.
We are an accidental tech business. Our core business is now white labelling the technology we originally built for ourselves to partners across the country.
We’re here to do things differently and unapologetically. We are inviting you to join us in the future of energy switching. Today.
At Tickd we’re trying to re-invent how business energy is done. Our four core values are:
Be transparent
Put the customer first
Be open and Fair
Shake up the market
We are always keen to hear from our customers about how the service can be improved.
Whether it’s a simple suggestion of how we can improve certain processes or whether it is a complaint, we’d love to hear from you as we are committed to continuous improvement.
To get in touch, you can:
Email us at info@tickd.co.uk
Call us on 0121 820 6700
Or write to us Tickd, 4th Floor, Regent House, 50 Frederick Street, Birmingham, West Midlands, England, B1 3HR
Tickd is different to the rest
By trying to do things differently, we are forging paths that have not been forged before. Solving long standing challenges in the energy market with clever technology can mean that we don’t always get things right. If you wish to raise a complaint, you can follow the below complaints process:
Contact your account manager via the usual communication methods to explain what the problem is. We will seek to resolve any issues promptly with our first line support and get the root cause of the issue.
If your initial point of contact has been unable to resolve your problem over the phone or via email within 2 working days, then please email us at info@tickd.co.uk with the Company name and meter number in the subject. This will be passed to one of our customers facing team who has not been dealing with the problem in the first instance. Sometimes a fresh pair of eyes and a different approach is all that is needed. We will log your complaint and issue you with a complaint reference number and the date it was received.
If we have not resolved your step 2 complaint within 2 working days of it being raised or provided a way forward with a timescale that you are happy with, we will escalate your complaint to one of our directors.
After 10 days of raising the step 3 complaint, if we are unable to find a satisfactory solution that both parties are happy with, then we will take a break and look with a fresh pair of eyes and try and offer some other solutions.
Tickd are part of the Energy Ombudsman Alternative Dispute Resolution scheme. They provide an impartial dispute resolution service to ensure that a resolution is reached. In the unlikely event, that after 8 weeks of trying to find a solution, we have not found a solution that both parties are happy with, we will issue the below email. This means that the complaint is in a state of ‘deadlock’ and an independent resolution is required from the Energy Ombudsman.
You can now access a free, impartial dispute resolution service to resolve your complaint
Complaint reference number: [XXXXX]
Dear [Customer]
Thank you for making us aware of your complaint. We’re sorry that we haven’t been able to resolve it yet.
We understand that your complaint was regarding [insert complaint info] and to date we’ve unfortunately been unable to address this, which has resulted in [insert effect info]. If you’d like to discuss this with us again then please call 0121 820 6700 or email our director Richard.price@tickd.co.uk. Our office is open Monday – Friday 9am – 5.30pm As eight weeks have passed since you first complained to us, you can now use Ombudsman Service’s free, independent, impartial dispute resolution service. They’ll ask you to provide all the details of your complaint and any supporting information you can, before asking us for the same. They then consider all the information to reach a conclusion on how to resolve your case.
Resolutions can include: an apology; an explanation of what went wrong; a practical action to be taken to correct the problem; and/or a financial award. You can choose to reject their resolution, but if you accept it, we must act, and resolve the dispute in the way they propose. You may contact the Ombudsman in any of the following ways:
Name: Energy OmbudsmanWebsite: www.energyombudsman.orgEmail: enquiry@energyombudsman.orgPhone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)Post: Energy Ombudsman P.O. Box 966 Warrington, WA4 9DF