Complaints Policy

When things go wrong, we make them right

Sometimes things don't go as planned. When that happens, we want to hear from you.

Your voice matters. We're here to listen, learn, and fix what's broken.

How to raise a complaint

Email us: complaints@tem.energy

Address it to the Ops team.

What we need from you

It would really help us if you can be as specific as possible:

  • What happened?

  • When did it happen?

  • What would make it right?

  • Your account details (like company name, MPAN number, name, anything that can help us identify who you are)

We treat all complaints confidentially and handle your data according to our privacy policy.

What happens next

By the end of the next working day

We’ll get back to you; one of our dedicated Support Team will reply to your email to acknowledge your complaint.

Within 3 working days

We'll either resolve your complaint or send you a detailed update explaining:

  • What we've discovered

  • What we're doing to fix it

  • When you'll hear from us next

If it takes longer

Complex issues need time to investigate properly. We'll keep you informed every step of the way. Our promise is you’ll get regular updates, never radio silence.

Our promise

We aim to resolve all complaints within 8 weeks. Most take much less time.

If you're not satisfied

We are always open to feedback, especially along the way. If you’re not getting what you need:

Ask for escalation. Any team member can connect you with a member of our Senior Customer Resolution Team, who will review your case from scratch.

Still not resolved? If you’re a Micro Business Consumer, or a Small Business Consumer under a certain threshold, you can take your complaint to the Energy Ombudsman if we can’t resolve your issue for you. You’ll be able to do this once we’ve sent you our final response (sometimes called a deadlock letter), or if 8 weeks have passed since you first raised your complaint with us - whichever happens sooner.

This is a free, independent service, designed to find fair solutions.

It’s important to remember that the party registered with the Ombudsman is our Licenced Utility Partner, Versa Energy, so you’ll need to reference them when you reach out. Don’t worry - we administrate your contract for you and will be involved in finding the way forward every step of the way.

Energy Ombudsman

Website: energyombudsman.org.uk

Phone: 0330 440 1624

Address: Energy Ombudsman, PO Box 966, Warrington WA4 9DF

You have twelve months from our final response to contact them.

Our commitment to you

We don't hide behind jargon or pass you around departments. When you complain, you're helping us improve - for you and everyone who comes after.

Every complaint gets treated seriously. We investigate thoroughly. We learn from what went wrong. We share those lessons across our team so the same issue doesn't happen again.

Your energy supply is essential. When we fall short, we take responsibility and make it right.

This policy covers all tem services. Different rules may apply for third-party services—we'll explain those when relevant.

TEM Energy Ltd

Registered in England and Wales: 13499591

Registered Office: The Engine Room, 18 The Power Station Battersea Power Station, Circus Rd S, Nine Elms, London, United Kingdom, SW11 8BZ