We want every EnergyScan customer to have a good experience. If something has gone wrong or you’re unhappy with any aspect of our service, we want to hear about it so we can put it right. This page explains how to complain, what to expect, and where to go if you’re not satisfied with our response.
How to Complain
Email us at complaints@energyscan.co.uk with a description of your complaint. Please include your name, email address, and as much detail as possible about what went wrong — this helps us investigate quickly.
You can also write to us at:
Complaints, EnergyScan
SCM Digitech Limited
International House, Cromwell Road
London, SW7 4EF
We will acknowledge your complaint within 2 working days of receiving it. We aim to resolve most complaints within 7 working days. If we need more time to investigate, we’ll let you know and keep you updated on progress.
Once we’ve investigated, we’ll write to you with our findings and, where appropriate, what we propose to do to put things right. This might include correcting information, issuing a refund, or making changes to prevent the same issue from happening again.
If you’re not happy with our response, you can ask for your complaint to be escalated to the company director for a final review. We will provide a final response within 8 weeks of your original complaint.
If We Can’t Resolve It
If your complaint remains unresolved after 8 weeks, or if you’re unhappy with our final response, you have the right to contact the following independent organisations for help:
For complaints about energy comparison or switching
If your complaint relates to our energy comparison service, tariff information, or a switch that was processed through EnergyScan, you can contact the Energy Ombudsman:
Energy Ombudsman
Website: energyombudsman.org
Phone: 0330 440 1624
This is a free, independent service. Their decision is binding on us.
For general consumer advice
You can also contact Citizens Advice for free, independent guidance on energy problems — including help with bills, meters, or if you’re struggling to pay for your energy:
Citizens Advice Consumer Service
Website: citizensadvice.org.uk/energy
Phone: 0808 223 1133 (Monday to Friday, 9am–5pm)
In Scotland: energyadvice.scot or call 0808 196 8660
For complaints about how we handle your personal data
If your complaint relates to how we collect, store, or use your personal data, and you’re not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO):
Information Commissioner’s Office
Website: ico.org.uk
Phone: 0303 123 1113
What You Can Complain About
You can raise a complaint about any aspect of the EnergyScan service, including but not limited to:
- Accuracy of tariff comparisons or savings estimates
- Errors in bill extraction or data handling
- Problems with the switching process
- Issues with your subscription, billing, or cancellation
- Smart meter data collection or consent
- How we handle your personal data
- The conduct of our service or communications
- Commission disclosure or transparency concerns
Our Commitments
| Commitment | Timeframe |
|---|---|
| Acknowledge your complaint | Within 2 working days |
| Provide an initial response or update | Within 7 working days |
| Provide a final response | Within 8 weeks |
| Escalate to director if requested | Within 5 working days of request |
Recording and Learning
We log all complaints and review them regularly to identify patterns and improve our service. Your complaint helps us get better. We treat all complaints confidentially and in accordance with our Privacy Policy.
Contact Us
If you have any questions about this procedure, or if you’d like to raise a complaint, please contact us:
- Email: complaints@energyscan.co.uk
- General enquiries: steve@energyscan.co.uk
- Post: Complaints, EnergyScan, SCM Digitech Limited, International House, Cromwell Road, London, SW7 4EF