Policies
Last Updated: March 2026
Complaints Procedure
At Threefold we aim to provide an excellent service. If you are not satisfied with any aspect of our broker services, you can make a complaint and we will investigate the matter fairly and promptly.
How to make a complaint
You can contact us using any of the following methods:
complaints@threefold.energy
Phone
0203 355 9556
Post
Complaints
Threefold Energy
United House
9 Pembridge Road
London W11 3JY
United Kingdom
When submitting a complaint it is helpful if you include:
- Your name and contact details
- Any account or reference number (if applicable)
- A description of the issue
- Relevant dates or supporting information
- The outcome you are seeking
Providing this information helps us investigate your complaint as quickly as possible.
What happens next
Once we receive your complaint we will:
Acknowledge receipt
We will confirm that we have received your complaint within two working days.
Investigate the matter
We will review the information provided and gather any relevant internal information.
Provide updates if needed
If the investigation takes longer than expected we will keep you informed of progress.
Issue a final response
We aim to resolve complaints as quickly as possible and will provide a final response within eight weeks of receiving your complaint.
Our response will explain the outcome of the investigation and any actions we will take.
Possible outcomes
Where appropriate we may resolve a complaint by:
- Apologising
- Correcting errors or putting things right
- Taking steps to prevent the issue from happening again
- Offering compensation or a goodwill gesture where appropriate
Escalation to the Energy Ombudsman
If we are unable to resolve your complaint, or if it remains unresolved after eight weeks, you may refer the matter to the Energy Ombudsman.
The Energy Ombudsman is an independent and impartial service that resolves disputes between consumers and energy companies.
Contact details:
Post
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF
Phone
0330 440 1624
enquiry@energyombudsman.org
Requesting this procedure
If you require a copy of this complaints procedure in another format, or if you do not have internet access, we will provide a copy free of charge by email or post on request.
Disclaimers
1. Performance
Savings, revenue, and carbon figures shown on this website are illustrative only. Actual results delivered with Threefold Energy systems will vary by site, tariff and market conditions.
2. FCA
Threefold Energy is not authorised or regulated by the Financial Conduct Authority (FCA) to provide financial, investment, or tax advice. The information presented on this website is provided for general information purposes only and should not be construed as advice or a recommendation to enter into any financial arrangement.
Where finance solutions are described (including lease, hire purchase, revenue-share, or Battery-as-a-Service models), these are made available exclusively through third-party finance providers who are authorised and regulated by the FCA. All finance products are subject to eligibility, credit approval, due diligence checks, and the terms and conditions of the relevant finance provider.
Illustrations of potential cost savings, revenues from flexibility markets, or reductions in carbon emissions are provided as examples only. They are based on certain assumptions and market conditions which may change over time. Actual results may differ and are not guaranteed.
Threefold Energy makes no representation or warranty, express or implied, regarding the accuracy, reliability, or completeness of any projections or forward-looking statements. Before entering into any financial or contractual agreement, customers should obtain independent financial, legal, tax, and technical advice to ensure the arrangement is appropriate for their circumstances.
3. Contact Information
For any questions about the above disclaimers, please contact us at:
info@threefold.energy
Address
United House, 9 Pembridge Road, London W11 3JY