AMEER GROUP UK — COMPLAINTS POLICY & PROCEDURE
Commercial Energy Consultancy & TPI Brokerage
Complaints Policy & Code of Practice · Document Ref: AGUK-COP-2026-V3 (v3.1)
34 Stockport Road, Ashton-under-Lyne, Greater Manchester, OL7 0LD
Tel: +44 7456 999870 | Email: complaints@amgroupuk.com
Web: https://amgroupuk.com/complaints
Reviewed: October 2026 | Next Review: October 2027
Complaints Policy & Resolution Procedure
At Ameer Group UK, we are dedicated to providing transparent, honest, and ethical commercial energy consultancy. If any part of our service has not met your expectations, we want to know immediately so we can investigate impartially, rectify errors, and restore your confidence.
Email Dedicated Team
complaints@amgroupuk.com
Written ack within 2 working days
Telephone Support
+44 7456 999870
Mon–Fri, 9:00am–5:30pm
Postal Address
Complaints Team, Ameer Group UK
34 Stockport Road, Ashton-under-Lyne, Greater Manchester, OL7 0LD
Direct Online Portal
Submit a Complaint →
Instant reference code generation
2
working days
Formal written acknowledgement & named handler
10
working days
Target for comprehensive investigation & outcome
8
weeks
Statutory threshold to access Energy Ombudsman ADR
£0
cost to you
100% free of charge for all business customers
Who Should Handle Your Complaint?
Issues Within Ameer Group UK Remit
Lodge your complaint directly with our complaints team if your concern relates to how our brokerage service was delivered:
Ameer Group UK (Broker) Remit:
- Broker commission disclosure and supplier uplifts.
- Letter of Authority (LOA) scope adherence.
- Contracts agreed or submitted on your behalf.
- Advice regarding contract renewal and termination windows.
- Sales conduct and corporate data handling under UK GDPR.
Energy Supplier Statutory Remit:
- Meter readings, estimated invoices, and billing maths.
- Direct debit calculations, payments, and credit refunds.
- Physical meter faults, exchanges, and smart meter installs.
- Loss of supply, power cuts (105), and gas leaks (0800 111 999).
- (Ameer Group UK provides free mediation for supplier disputes).
Energy Ombudsman Independent Redress Eligibility Calculator
Under UK energy regulations (Ofgem SLC 7A and Energy Ombudsman non-domestic criteria), microbusinesses and qualifying small businesses have statutory rights to escalate unresolved disputes to the independent Energy Ombudsman free of charge. Verify your status below:
Protected Microbusiness — Full Statutory Ombudsman Redress
Your business meets the official Ofgem criteria for microbusiness protections. You are legally entitled to mandatory written broker commission disclosure (SLC 20.59 / 20.60), maximum 30-day contract termination notice rules, and 100% free independent access to the Energy Ombudsman after 8 weeks or a deadlock letter.
Our 4-Stage Formal Complaints Procedure
Click through each stage to explore exact actions, required documentation, guaranteed SLAs, and your statutory escalation rights:
Frontline & Informal Resolution
Immediate assessment and resolution by your account manager or senior desk supervisor for fast corrective actions.
What Ameer Group UK Does:
- •Review the immediate concern, invoice discrepancy, or pricing comparison query.
- •Check communication logs, contract submissions, and supplier quote records.
- •Deliver an immediate explanation, administrative correction, or verbal/written apology.
- •Confirm the resolution in writing and outline your right to formal investigation if unsatisfied.
What We Require From You:
Account name, company registration or premises address, and a brief description of the issue.
Stage 01: Frontline & Informal Resolution (Informal Stage)
Within 1 to 3 Working DaysImmediate assessment and resolution by your account manager or senior desk supervisor for fast corrective actions.
What Ameer Group UK Does:
- Review the immediate concern, invoice discrepancy, or pricing comparison query.
- Check communication logs, contract submissions, and supplier quote records.
- Deliver an immediate explanation, administrative correction, or verbal/written apology.
- Confirm the resolution in writing and outline your right to formal investigation if unsatisfied.
What We Require From You:
Account name, company registration or premises address, and a brief description of the issue.
Stage 02: Formal Investigation & Dedicated Handler (Formal Investigation)
Acknowledged within 2 days · Outcome within 10 daysIndependent investigation led by our Compliance Officer, completely separate from the original sales or account team.
What Ameer Group UK Does:
- Issue a formal written acknowledgement containing your unique complaint reference number within 2 working days.
- Assign an independent Senior Compliance Officer as your single point of contact.
- Audit full telephony recordings, email audit trails, signed Letters of Authority (LOA), and supplier pricing sheets.
- Issue a comprehensive Written Investigation Report within 10 working days outlining findings, upheld points, and remedial offers.
What We Require From You:
Copies of relevant contracts, emails, quotes, MPAN/MPRN details, and desired resolution.
Stage 03: Director Review & Final Response (Executive Review)
Review within 10–20 Working DaysIndependent review by an Executive Director of Ameer Group UK if you are dissatisfied with the Stage 2 outcome.
What Ameer Group UK Does:
- Conduct an impartial review of the initial investigation, evidence base, and policy application.
- Re-examine supplier negotiations, commercial uplift disclosures, and customer impact.
- Issue our definitive Final Response or Deadlock Letter clearly stating our final position.
- Provide complete written instructions on how to refer the dispute to the Energy Ombudsman free of charge.
What We Require From You:
Your Stage 2 case reference number and written rationale for why you dispute the Stage 2 outcome.
Stage 04: Independent Alternative Dispute Resolution (ADR) (External Redress)
At 8 Weeks or Immediately upon Deadlock LetterCompletely independent adjudication by the Energy Ombudsman or qualifying statutory ADR scheme, at zero cost to you.
What Ameer Group UK Does:
- Facilitate full disclosure of the case file and evidence to the Energy Ombudsman upon notification.
- Cooperate fully with the Ombudsman's dispute adjudicators and evidence requests.
- Fully implement any remedy, apology, contract amendment, or financial award directed by the Ombudsman within 28 calendar days of client acceptance.
- Decisions accepted by the customer are legally binding upon Ameer Group UK.
What We Require From You:
Copy of our Deadlock Letter or confirmation that 8 weeks have elapsed since your initial complaint.
Complaint Preparation & Evidence Checklist
Having your records organized ensures our team can investigate rapidly and accurately. Check off what you have:
1 of 7 ready
14% complete
Ready to send your details? Generate a structured complaint brief to paste into an email or our online form.
Putting Things Right: Our Remedial Framework
When our service has fallen short, our objective is to return your business to the financial and contractual position you would have enjoyed had the error never occurred:
Written Explanation & Apology
A clear, transparent breakdown of what went wrong, why it occurred, and a sincere formal apology from our management team.
Contract Rectification & Rescission
Working proactively with suppliers to amend, cancel, or re-tender contracts placed in error or with incorrect rate structures.
Commission Rebate & Fee Waiver
Refunding, reducing, or entirely waiving broker commissions or service fees where advice fell short of our professional standards.
Evidenced Financial Loss Redress
Reimbursing direct, verifiable financial losses incurred by your business as a direct result of an administrative or advisory error on our part.
Ex-Gratia Goodwill Recognition
Providing goodwill compensation in appropriate cases in recognition of disproportionate time, trouble, and operational inconvenience.
Operational & Process Overhaul
Updating internal verification workflows, supplier checks, and staff training modules to ensure the issue cannot happen again.
1. How to Make a Complaint
If you are dissatisfied with any part of our brokerage or advisory service, we invite you to contact us immediately. You can submit your complaint through whichever channel is most convenient for your business:
Accessibility Accommodations & Third-Party Authority
Under the Equality Act 2010, we make reasonable adjustments for customers who need communication in alternative formats (large print, audio assistance, or email-only contact). Furthermore, an authorized third party — such as your accountant, solicitor, energy consultant, or Citizens Advice — can represent your business with a signed Letter of Authority.
2. Definitions & Regulatory Concepts
- Complaint
- Any oral or written expression of dissatisfaction by a customer regarding our service, staff, commercial advice, pricing comparison, or commission disclosure, regardless of whether the word 'complaint' is explicitly used.
- Microbusiness
- A non-domestic customer with fewer than 10 employees (or FTE) and an annual turnover or balance sheet not exceeding €2m (~£1.7m), OR using less than 100,000 kWh of electricity or 293,000 kWh of gas annually (Ofgem SLC 7A).
- Small Business
- Under Energy Ombudsman qualifying ADR criteria, a business with fewer than 50 employees and turnover up to £6.5m (or balance sheet up to £5m), OR using up to 200,000 kWh electricity or 500,000 kWh gas annually.
- Letter of Authority (LOA)
- A legal document signed by the client granting Ameer Group UK permission to liaise with energy suppliers. Level 1 grants data access; Level 2 allows contract agreement strictly according to written instructions.
- Deadlock Letter
- A formal written communication issued by Ameer Group UK confirming that our internal complaints process has been exhausted and we cannot reach an agreement, triggering your immediate right to independent ADR.
- Final Response
- Our formal written outcome setting out our full investigation findings, whether your complaint is upheld, remedial actions, and instructions for escalating to the Energy Ombudsman.
3. What This Policy Covers
This policy governs all commercial energy brokerage, procurement consulting, and account management services provided by Ameer Group UK. Examples of complaints investigated include:
- How energy contracts, rates, or supplier terms were explained or recommended to your business.
- Compliance with Ofgem broker commission disclosure rules (SLC 20.59 / 20.60).
- Contracts submitted or locked in without clear, verifiable client authority.
- Adherence to the boundaries and duration of your signed Letter of Authority (LOA).
- Missed termination notices leading to rollover or out-of-contract default rates.
- Professional conduct, etiquette, and compliance with anti-cold-calling guidelines.
- Security, confidentiality, and GDPR handling of your meter and corporate data.
Supplier Remit vs. Broker Remit
Complaints regarding billing calculations, direct debits, physical meters, smart meter installations, or power cuts are the statutory responsibility of your energy supplier or regional distribution network operator (call 105 for power cuts; 0800 111 999 for gas leaks). As your broker, we will support and draft your supplier dispute free of charge.
4. Mutual Responsibilities
Ameer Group UK Commits To:
- Formally acknowledging your complaint in writing within 2 working days.
- Appointing an independent, experienced Case Handler.
- Investigating thoroughly, impartially, and objectively.
- Keeping you updated at least every 10 working days on complex cases.
- Never penalizing or discriminating against a client for complaining.
- Retaining an encrypted 6-year audit record of all case files.
We Ask Our Clients To:
- Notify us as soon as an issue is identified so facts remain fresh.
- Provide accurate copies of quotes, bills, emails, and LOA forms.
- State clearly what outcome or corrective action you are seeking.
- Allow our team the agreed statutory timeframe to investigate with suppliers.
- Treat our staff with mutual professional respect.
- Inform us promptly if your contact details or representative change.
5. Independent Escalation & The Energy Ombudsman
If your complaint has not been resolved to your satisfaction through our internal procedure within 8 weeks of your first submission, or if you receive a formal Deadlock Letter from us, eligible micro and small businesses have the legal right to refer the matter to the independent Energy Ombudsman.
Our final response or deadlock letter will always explicitly state the registered independent dispute resolution scheme that applies to your energy contract and provide full instructions on how to register your dispute.
Energy Ombudsman Independent Redress Criteria:
- Your business qualifies as a microbusiness or eligible small business in Great Britain.
- At least 8 weeks have elapsed since your complaint was logged, OR you hold our deadlock letter.
- Your referral is submitted within 12 months of receiving our final response.
- The service is completely free, independent, and impartial.
- Any decision accepted by you is legally binding on Ameer Group UK (implemented within 28 calendar days).
Citizens Advice Consumer Service (Free Advice at Any Stage):
For free, independent, and confidential consumer advice, you can contact the Citizens Advice consumer service at any point during your complaint on 0808 223 1133 (or 0808 223 1144 for Welsh speakers).6. Confidentiality, Data Protection & GDPR
We treat all complaint records with strict confidentiality. Information is disclosed solely to team members directly investigating the dispute, your energy supplier (where required to verify rates), or an appointed ombudsman adjudicator.
In compliance with the Data Protection Act 2018, UK GDPR, and statutory commercial limitation periods, all complaint documentation is stored in an encrypted database for a period of six years following formal closure. For full information on your Subject Access Rights, view our Privacy Policy.
Frequently Asked Questions & Dispute Rights
Free ServiceDoes it cost anything to make a complaint?+
No. Our complaints procedure is completely free of charge at every stage. Furthermore, if your complaint escalates to the Energy Ombudsman under qualifying microbusiness or small business rules, their independent service is also 100% free to you. You will never be charged any administrative or investigative fee.
Client ProtectionWill complaining affect my current energy contract or ongoing service?+
Absolutely not. Raising a complaint will never prejudice the quality of advice, account management, or service you receive from Ameer Group UK. Your live energy contracts remain completely unaffected, and we will never contact your supplier regarding a dispute without your explicit prior consent.
TriageMy complaint is about an estimated bill or faulty meter — should I contact you or my supplier?+
Billing inaccuracies, meter reading disputes, direct debit calculations, and physical meter faults are the statutory responsibility of your energy supplier. However, as your commercial energy consultant, Ameer Group UK will gladly review the disputed invoices, prepare a formal dispute notice on your behalf, and mediate with your supplier at no extra cost.
Commission TransparencyHow do I request full broker commission and uplift disclosure?+
Under Ofgem rules (including SLC 20.59 and 20.60 for microbusinesses) and our own transparency standards, you are entitled to full disclosure of any commission, fee, or standing charge uplift included in your energy contract. You can request your complete written commission summary at any time by emailing complaints@amgroupuk.com. If commission was not clearly explained prior to agreement, we will formally investigate it.
Deadlock & ADRWhat is a 'Deadlock Letter' and when can I request one?+
A deadlock letter (or final response) is a formal written document issued by Ameer Group UK confirming that our internal investigation has concluded and we are unable to reach an agreement. Receiving a deadlock letter allows qualifying businesses to escalate their complaint immediately to the Energy Ombudsman without having to wait for the standard 8-week period to elapse.
RepresentationCan an accountant, solicitor, or Citizens Advice complain on my behalf?+
Yes. We fully accommodate authorized third parties, including accountants, solicitors, energy consultants, business partners, or Citizens Advice representatives. We simply require written authority from an authorized company director or account holder confirming that we may share account details and correspond with your representative.
EligibilityWhat qualifies a business as a 'Microbusiness' or 'Small Business' for Ombudsman access?+
Under Ofgem rules, a microbusiness has fewer than 10 employees (or equivalent) AND an annual turnover or balance sheet not exceeding €2 million (~£1.7m), OR uses less than 100,000 kWh of electricity or 293,000 kWh of gas per year. Small businesses (under expanded Energy Ombudsman criteria) have fewer than 50 employees AND turnover under £6.5m, OR use up to 200,000 kWh electricity or 500,000 kWh gas per year. Both categories enjoy independent ADR protection.
LOA GovernanceHow does Ameer Group UK handle Letter of Authority (LOA) disputes?+
We operate with strict LOA governance. A Level 1 LOA allows us only to request consumption and pricing data; it does NOT authorize us to enter contracts on your behalf. A Level 2 LOA permits contract execution only when explicitly instructed. If you believe an LOA was used beyond its agreed scope or without your knowledge, we immediately audit all voice recordings, digital timestamps, and supplier submission logs.
Data & GDPRHow long are complaint records and evidence retained?+
In compliance with the Data Protection Act 2018, UK GDPR, and the Limitation Act 1980 statutory dispute periods, all formal complaint records, correspondence, investigation reports, and root-cause audit notes are retained securely in an encrypted archive for six years following case closure, after which they are permanently deleted.
AccessibilityWhat reasonable adjustments do you provide for vulnerable clients?+
In line with the Equality Act 2010, we provide large-print correspondence, telephone-assisted complaint drafting, extended response deadlines, and translation coordination. If you or your team require specific accommodations, inform our team upon first contact and your case file will be flagged accordingly.
Q1: Does it cost anything to make a complaint?
No. Our complaints procedure is completely free of charge at every stage. Furthermore, if your complaint escalates to the Energy Ombudsman under qualifying microbusiness or small business rules, their independent service is also 100% free to you. You will never be charged any administrative or investigative fee.
Q2: Will complaining affect my current energy contract or ongoing service?
Absolutely not. Raising a complaint will never prejudice the quality of advice, account management, or service you receive from Ameer Group UK. Your live energy contracts remain completely unaffected, and we will never contact your supplier regarding a dispute without your explicit prior consent.
Q3: My complaint is about an estimated bill or faulty meter — should I contact you or my supplier?
Billing inaccuracies, meter reading disputes, direct debit calculations, and physical meter faults are the statutory responsibility of your energy supplier. However, as your commercial energy consultant, Ameer Group UK will gladly review the disputed invoices, prepare a formal dispute notice on your behalf, and mediate with your supplier at no extra cost.
Q4: How do I request full broker commission and uplift disclosure?
Under Ofgem rules (including SLC 20.59 and 20.60 for microbusinesses) and our own transparency standards, you are entitled to full disclosure of any commission, fee, or standing charge uplift included in your energy contract. You can request your complete written commission summary at any time by emailing complaints@amgroupuk.com. If commission was not clearly explained prior to agreement, we will formally investigate it.
Q5: What is a 'Deadlock Letter' and when can I request one?
A deadlock letter (or final response) is a formal written document issued by Ameer Group UK confirming that our internal investigation has concluded and we are unable to reach an agreement. Receiving a deadlock letter allows qualifying businesses to escalate their complaint immediately to the Energy Ombudsman without having to wait for the standard 8-week period to elapse.
Q6: Can an accountant, solicitor, or Citizens Advice complain on my behalf?
Yes. We fully accommodate authorized third parties, including accountants, solicitors, energy consultants, business partners, or Citizens Advice representatives. We simply require written authority from an authorized company director or account holder confirming that we may share account details and correspond with your representative.
Q7: What qualifies a business as a 'Microbusiness' or 'Small Business' for Ombudsman access?
Under Ofgem rules, a microbusiness has fewer than 10 employees (or equivalent) AND an annual turnover or balance sheet not exceeding €2 million (~£1.7m), OR uses less than 100,000 kWh of electricity or 293,000 kWh of gas per year. Small businesses (under expanded Energy Ombudsman criteria) have fewer than 50 employees AND turnover under £6.5m, OR use up to 200,000 kWh electricity or 500,000 kWh gas per year. Both categories enjoy independent ADR protection.
Q8: How does Ameer Group UK handle Letter of Authority (LOA) disputes?
We operate with strict LOA governance. A Level 1 LOA allows us only to request consumption and pricing data; it does NOT authorize us to enter contracts on your behalf. A Level 2 LOA permits contract execution only when explicitly instructed. If you believe an LOA was used beyond its agreed scope or without your knowledge, we immediately audit all voice recordings, digital timestamps, and supplier submission logs.
Q9: How long are complaint records and evidence retained?
In compliance with the Data Protection Act 2018, UK GDPR, and the Limitation Act 1980 statutory dispute periods, all formal complaint records, correspondence, investigation reports, and root-cause audit notes are retained securely in an encrypted archive for six years following case closure, after which they are permanently deleted.
Q10: What reasonable adjustments do you provide for vulnerable clients?
In line with the Equality Act 2010, we provide large-print correspondence, telephone-assisted complaint drafting, extended response deadlines, and translation coordination. If you or your team require specific accommodations, inform our team upon first contact and your case file will be flagged accordingly.
Ready to Submit a Formal Complaint?
We take every concern seriously. Submit your details through our secure online portal and our designated Compliance Officer will acknowledge your case within 2 working days.