Compliments/Complaints procedure

At Orchard we love to hear feedback good or bad, it’s what helps us continually improve and grow as a business.  Some details on how to give us your feedback below, if we have got something wrong we really are very sorry, we will do our best to put things right for you as quickly as we can.

Step one
Log your feedback with us by phone, letter, email, or via this website.  Positive feedback will be passed on to the teams or individuals involved.  The following steps detail how your complaint would be dealt with.

Step two
If you have lodged a complaint we will quickly investigate and we will respond to you within three working days, and we will try to resolve it, where possible, within 10 working days.

Step three
If you are unhappy with the outcome, then you may wish to appeal. To do this, simply write to us and request for the matter to be re-evaluated by a more senior member of our organisation. You must do this within 28 calendar days of receiving our initial response. Please state the grounds of your appeal.
You can register any complaints, comments or compliments, by:

Phone
Please call us on: 0844 581 0844.

In writing
Please forward all correspondence to:
Orchard Energy
Park Road, Elland
West Yorkshire, HX5 9HP

Online
Please fill in our contact form below:

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