Complaints Procedure

1. Our Commitment to You

At Megna Carta Marketing Ltd, we pride ourselves on delivering excellent service to every client. We recognise, however, that there may be occasions where our service falls short of your expectations. When that happens, we are committed to:

• Acknowledging your complaint promptly
• Investigating the matter thoroughly and impartially
• Keeping you informed of progress throughout the process
• Resolving your complaint as quickly as possible
• Learning from complaints to improve our services
• Treating you with courtesy and respect at all times

This complaints procedure applies to all clients of Megna Carta Marketing Ltd and covers complaints about our services, staff, and conduct as an energy and utilities broker.

2. How to Make a Complaint

You may raise a complaint with us using any of the following methods. We recommend providing as much detail as possible, including your account reference number, the nature of your complaint, and any relevant dates.

2.1 Information to Include

To help us investigate and resolve your complaint efficiently, please include:

• Your full name and business name
• Your account or client reference number
• A clear description of your complaint and the outcome you are seeking
• Relevant dates and any supporting documentation
• Your preferred contact method for our response

3. What Happens After You Complain

Once we receive your complaint, the following process will be followed:

4. Complaint Timescales

5. Escalation Process

If you are dissatisfied with the response from the member of staff handling your complaint, you may request that your complaint be escalated to a Senior Manager or Director. To request escalation, simply contact us using the details above and state that you wish to escalate your complaint.

If you remain dissatisfied following a Senior Manager review, you will be issued a Deadlock Letter, which confirms that we have reached the limits of our internal complaints process. This letter enables you to refer the matter to an independent alternative dispute resolution (ADR) scheme.

6. Alternative Dispute Resolution (ADR)

If you are not satisfied with our final response, or if we have been unable to resolve your complaint within 8 weeks, you have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) provider at no cost to you.

For business energy and utilities complaints, the relevant ADR scheme is the Energy Ombudsman (also known as Ombudsman Services: Energy). Their service is free to use for eligible complainants.

7. The Energy Ombudsman

You may refer your complaint to the Energy Ombudsman if:

• We have issued a Deadlock Letter confirming we cannot resolve the complaint internally; or
• Your complaint has been outstanding for more than 8 weeks and you remain dissatisfied with the outcome.

The Ombudsman's decision is binding on us (Megna Carta Marketing Ltd), but not on you as the complainant. You are free to accept or reject the Ombudsman's decision.

8. Ofgem & Other Regulatory Bodies

As an energy broker operating in the UK market, Megna Carta Marketing Ltd is subject to the oversight of Ofgem (the Office of Gas and Electricity Markets), the UK's energy regulator. If you believe that we have breached any regulatory requirement, you may contact Ofgem directly.

For data protection concerns, you may also contact the Information Commissioner's Office (ICO):

9. Complaints Contact Details

To raise a complaint or for any queries relating to this procedure, please contact us using the details below:

This Complaints Procedure was last reviewed and updated on 1 May 2025.