Complaints Handling Procedure

1. Our commitment

Pinn Partners is committed to providing a clear, fair and professional service across energy, EV & solar, payments and retail technology. We take all complaints seriously and treat them as an opportunity to put things right and improve what we do.

This procedure explains how to raise a complaint, what you can expect from us, how long it will take, and what you can do if you remain unhappy with our response.

2. How to make a complaint

You can contact us in whichever way is easiest for you. Please mark your complaint clearly so we can deal with it quickly.

By phone	0333 090 9040
By email	contact@pinnpartners.net
In writing	Complaints, Pinn Partners Ltd, Building 3, North London Business Park, Oakleigh Road South, London N11 1GN

3. What to include

To help us resolve your complaint as quickly as possible, please tell us:

• your name, business name and the best way to contact you;
• any account, contract or reference numbers relevant to your complaint;
• a clear description of what has gone wrong and when it happened;
• copies of any relevant documents or correspondence; and
• what you would like us to do to put things right.

4. How we handle your complaint

We aim to resolve most complaints quickly and informally. Where that isn't possible, we follow the steps below.

Stage	What happens	Timescale
Acknowledgement	We acknowledge your complaint and confirm who is dealing with it.	Within 5 working days
Investigation	We review the details, speak to the people involved and gather any information needed.	Ongoing
Our response	We provide a full written response explaining our findings and any resolution offered.	Within 4 weeks where possible
Final position	If we cannot fully resolve matters sooner, we will issue our final response, known as a deadlock or final position letter.	No later than 8 weeks

5. If you're still not satisfied — the Energy Ombudsman

Pinn Partners is a member of the Energy Ombudsman's alternative dispute resolution scheme. If we have not resolved your energy-related complaint within 8 weeks, or if you receive a deadlock letter from us, you can refer your complaint to the Energy Ombudsman free of charge.

The Energy Ombudsman is independent and impartial. It does not take sides — it looks at the facts of your complaint and can make a decision that we are bound to follow. Using the Ombudsman does not affect your legal rights.

Website	www.energyombudsman.org
Telephone	0330 440 1624
Email	enquiry@energyombudsman.org
By post	Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

6. Other useful organisations

You may also find the following organisations helpful for free, independent advice:

Citizens Advice	www.citizensadvice.org.uk · consumer helpline 0808 223 1133
Ofgem	www.ofgem.gov.uk — the energy regulator for Great Britain

7. Learning from complaints

We record and review all complaints so we can identify trends, fix underlying problems and improve our service. Your feedback genuinely helps us get better.

8. Changes to this procedure

We may update this complaints procedure from time to time. The latest version will always be published on this website.