Complaints Procedure


Here at Louis Thomas & Co Ltd we are committed to delivering a excellent service all the time. However, we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from us, we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, do let us know.

To handle your request as efficiently as possible we need to know the exact nature of your complaint. Please provide as much information as possible about the service provided, the individuals or department involved and why you felt the service we offered did not meet your expectations.


 How to Lodge your complaint:

You can make your complaint in whatever form is most convenient to you. Choose to send your complaint by email to or in writing to Energy Heroes, Blaeberry Cottage, Lesmahagow, South Lanarkshire, ML11 0HN.

Whether by email or mail we will acknowledge our receipt of your complaint, we will then forward your complaint onto the appropriate staff member for action. If your complaint cannot be resolved by the person initially dealing with it, it will be directed to the relevant senior member of staff.

It is our intention that complaints will be resolved within seven working days. If a resolution cannot be found we will refer you onto a third party for complaints resolution. This could be the financial ombudsman or any consumer code/trade body we are a member with.

In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.

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