Last updated on 29 July 2025
At Meet George, our mission is to bring clarity and simplicity to the UK energy market. We are committed to providing a high-quality, transparent service. However, we understand that sometimes things can go wrong. If you are not satisfied with any aspect of our service, we want to hear from you so we can put things right.
This document outlines our formal Complaint Handling Procedure, which is designed to be simple, clear, and fair. We will treat every complaint with courtesy and respect, and your feedback will be used to continuously improve our service for everyone.
You can make a complaint through any of the following channels:
Please include your name, contact details, and a clear description of your complaint. This will help us to investigate and resolve your issue as quickly as possible.
Our process has two simple stages:
Our final response will clearly explain our findings and what we propose to do to resolve the matter. This may include an apology, an explanation, a goodwill gesture, or financial compensation where appropriate.
If we are unable to resolve your complaint within 8 weeks, or if you are not satisfied with our final response, you have the right to escalate your complaint to the Energy Ombudsman.
The Energy Ombudsman is a free and impartial service that resolves disputes between consumers and energy companies. If we have reached a “deadlock” (meaning we cannot agree on a resolution) or if 8 weeks have passed since you first made your complaint, you can ask the Ombudsman to conduct an independent investigation.
Their decision is binding on us, but not on you.
You can find more information on their website: www.energyombudsman.org
