Our Commitment to You

At Lite Energy Ltd, we aim to deliver a high standard of workmanship and customer care on every project, from your first consultation through to installation and beyond. We know that occasionally things don’t go to plan, and if that happens, we want to hear about it so we can put it right.

A complaint is any expression of dissatisfaction — whether about our products, our service, an installation, or (where applicable) a finance arrangement — made to us verbally or in writing. There is no charge for raising a complaint, and every complaint is treated fairly, confidentially, and without affecting the service you continue to receive from us.

How to Make a Complaint

You can get in touch with us in any of the following ways:

• By phone: 0116 403 0544 or 0794 7751 413
• By email: info@liteenergy.co.uk
• In writing: Lite Energy Ltd, 80 Commercial Square, Freemens Common Rd, Leicester, LE2 7SR

If it would help, you’re welcome to nominate someone you trust — a family member, friend, or representative — to raise or manage the complaint on your behalf. If you need this information in a different format, or need extra support to make your complaint (for example due to ill health, disability, or a change in circumstances), please let us know as early as possible so we can support you appropriately throughout the process.

Our team is available Monday to Friday, 9am–5pm, excluding bank holidays.

What Happens Next

We aim to resolve most complaints quickly, but where a fuller investigation is needed, here’s what to expect:

If we’re able to sort things out quickly, we’ll confirm the outcome to you directly rather than making you wait for the full process. If your complaint is more complex and can’t be resolved within 8 weeks, we’ll write to you to explain why, and let you know how things are progressing.

Our final response will set out what we found, what action we’ve taken or plan to take, and what options are available to you if you’re still not satisfied.

Need Extra Support?

If you’d like this information in another format, or need any additional help to raise or progress your complaint, just get in touch using the details above and we’ll be glad to assist.