Complaints Policy

Our objective is to provide, at all times, a high standard of service to our clients. However, we acknowledge that there may be times when issues arise. We are committed to resolving these issues as quickly and efficiently as possible.

Initial Complaint: If you wish to make a complaint to First for Energy Group Ltd you can contact us as follows:
Jamie Head
First for Energy Group Ltd
Unit 4, Trinity Chambers, Ivy Street,
Birkenhead, Wirral
CH41 5EE

By telephone on 0151 363 3968, between the hours of 09.00am and 16.30pm, Monday to Friday.

By email to:

You will initially be issued with a Case Number which you should quote in any further correspondence.

We will endeavor to deal with your complaint immediately. However, if we are unable to do so, we will write to you within five days and inform you who is dealing with the issue and when you can expect a response.

In some cases, our investigations may take some time to conclude but we will keep you informed. We will contact you as soon as our investigations are complete or, if we have been unable to resolve the issue within 2 weeks of receipt of your complaint, we will write to you to let you know.

If we are still unable to resolve the issue within 8 weeks we will write to you again to either:

If we believe that your complaint is the responsibility of a supplier, we will pass your correspondence on to them and inform you of this in writing. The supplier will assume responsibility for the complaint, and we will provide you with the suppliers contact details.

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