Customer Charter

Our Complaints Procedure

If something isn’t quite right, we’re here to make it right. We’re committed to handling all concerns with respect, fairness, and efficiency.

If you need to raise a query or make a complaint, we’ve put together a clear and supportive process to help guide you. Our aim is to resolve all complaints within 10 working days, and we will always acknowledge your message within 2 working days. If we need a little more time, we’ll keep you updated.

Your complaint will be treated confidentially, and raising an issue will never affect the service you receive from us in the future.

You can contact us by:

• Phone: (0818) 470 928
• Email: [email protected]
• Post: Ohk Energy, The Ridge, McGrath Road, Castleblayney, Co. Monaghan

If an error has occurred, we’ll apologise, explain what happened, and make sure steps are taken to put things right.

Complaints Process

• All complaints are acknowledged within 2 working days.
• We will investigate your complaint or query as quickly as possible.
• You will receive updates on the progress of your case on Day 2, Day 5, and Day 10.
• Each complaint is categorised based on the type and urgency of the issue:

Categories

• Category 1 – Heating/Water Failure
  Expected resolution within 2 working days.
• Category 2 – Fabric Issue
  Expected resolution within 10 working days.

Escalation Process

If your complaint cannot be resolved within 10 working days, it will be automatically escalated to a member of our senior leadership team to ensure it receives the highest level of attention.

Appeals Process

We always strive to resolve issues in a fair and satisfactory manner.

If you remain unhappy with the outcome of your complaint, you may raise the matter with the Competition and Consumer Protection Commission (CCPC).