Complaints handling procedure

Version 1.0  |  Effective 17 August 2026  |  Next review 17 August 2027  |  Owner: Francis Carroll, Director

Our commitment

ClearPath Energy is the trading name of Clear Path Energy Ltd ("Clear Path", "we", "us"). We act as a third party intermediary (TPI) and energy broker for business customers in Great Britain. We aim to give clear, accurate and fair advice at every stage. If we get something wrong, we want to know so that we can put it right quickly and learn from it.

This procedure explains how to complain, what we will do, how long it will take, and what you can do if you are still unhappy with our final response.

It applies to all complaints about our services, whether made by a customer, a prospective customer or someone acting on their behalf, and however the complaint reaches us. A complaint is any expression of dissatisfaction with our service, our staff or anyone acting for us, whether justified or not.

How to complain

You can complain in whichever way suits you best:

• Email: complaints@clearpathenergy.co.uk
• Telephone: 01704 796058, Monday to Friday, 9am to 5pm
• Post: Complaints, Clear Path Energy Ltd, Selworthy Road, Southport, PR8 2HX

There is no charge for making a complaint and you do not need to use any particular form of words. If you would prefer this procedure in large print or another format, or you need help making your complaint, please tell us and we will make reasonable adjustments.

To help us investigate quickly, please give us where possible:

• your name, business name and preferred contact details;
• your MPAN or MPRN, or the supply address;
• what has gone wrong and when;
• copies of any relevant documents or correspondence; and
• what you would like us to do to put things right.

How we handle your complaint

Step 1: Acknowledgement. We will acknowledge your complaint within five working days of receiving it. We will confirm who is handling it and how to contact them.

Step 2: Investigation. Your complaint will be investigated by a member of staff who was not directly involved in the matter complained about, wherever that is practical. We will review our records, call recordings and correspondence, and we will contact the supplier or any third party involved where we need to.

Step 3: Resolution. We aim to resolve complaints within ten working days of acknowledgement. Where the matter is more complex, or we are waiting on a third party, we will tell you why, and we will keep you updated at least every ten working days until the complaint is closed.

Step 4: Outcome. We will give you our decision in writing. This will set out what we found, the reasons for our decision, and what we propose to do to put things right. Where appropriate, that may include an apology, an explanation, corrective action, or a goodwill payment or refund.

Step 5: Internal review. If you are not satisfied with the outcome, you can ask for the decision to be reviewed by a director. Please ask within 20 working days of our decision. The review will be carried out by someone who has not previously dealt with your complaint, and we will write to you with the review outcome within ten working days.

Final response and deadlock

Once our internal process is complete, or if we cannot agree a resolution, we will issue a final response (also known as a deadlock letter). This will confirm our final position and tell you about your right to refer the matter to our alternative dispute resolution (ADR) provider.

We will always issue a final response within eight weeks of receiving your complaint.

Referring your complaint to the Ombudsman

Clear Path Energy Ltd is a member of the Dispute Resolution Ombudsman (DRO), an independent, not for profit ADR scheme approved by the Chartered Trading Standards Institute and compliant with Ofgem's Qualifying Dispute Settlement Scheme (QDSS) guidance.

If you are a microbusiness or small business customer and you are unhappy with our final response, or eight weeks have passed since you first complained to us and the matter is unresolved, you can refer your complaint to DRO free of charge:

• Online: disputeresolutionombudsman.org/dispute
• Telephone: 0333 241 3209, Monday to Friday, 9am to 5pm
• Email: info@disputeresolutionombudsman.org
• Post: Dispute Resolution Ombudsman, Premier House, First Floor, 1-5 Argyle Way, Stevenage, SG1 2AD

DRO will investigate independently and impartially. Any decision it makes is binding on Clear Path Energy Ltd if you accept it, but you are not bound by it and your legal rights are unaffected. You should refer your complaint to DRO within 12 months of our final response. We will cooperate fully with any investigation and comply with any remedy DRO directs.

Complaints about the supply of gas or electricity itself, rather than about our service, should be raised with your supplier in the first instance. If unresolved, those complaints go to the supplier's own ADR provider.

Records and learning

We keep a central complaints log recording the date received, the nature of the complaint, the customer, the actions taken, the outcome and the date closed. Records are kept for a minimum of six years and are available to DRO on request.

This procedure is owned by Francis Carroll, Director. Complaints are reviewed by the directors at least quarterly to identify trends and to make improvements to our training, sales process and documentation.

Availability of this procedure

This procedure is published on this page, is referred to in our terms of business, and is provided free of charge in writing on request. All staff and any agents acting on our behalf are trained on it and must follow it.

If your complaint is about how we have handled your personal data, our privacy policy also explains your right to complain to the Information Commissioner's Office.

Company details

Clear Path Energy Ltd is registered in England and Wales, company number 17311776. Registered office: Selworthy Road, Southport, PR8 2HX.