Complaints

RBE Technologies Limited trading as Tethera Energy

At Tethera Energy, we are committed to providing a professional, transparent and fair service to all customers. If something goes wrong, we want to hear about it so we can investigate and resolve the issue as quickly as possible.

📄Complaints Procedure (PDF)Download or view our full Complaints Handling ProcedureOpen ↗

How to Make a Complaint

You can contact us using any of the methods below:

Please provide as much detail as possible, including your business name and contact details, the nature of your complaint, any relevant account or contract information, and copies of supporting documents where applicable.

Our Complaint Handling Process

1. Acknowledgement

We will acknowledge your complaint in writing within 2 working days and provide you with a unique complaint reference number and a named point of contact.

2. Investigation

Your complaint will be investigated by a director or senior manager not directly involved in the original interaction where possible. We may review customer records, supplier correspondence, platform audit logs, and any supporting documentation relevant to the complaint.

3. Formal Response

We aim to provide a formal written outcome within 20 working days. Where appropriate, resolutions may include:

  • Clarification or correction
  • Escalation to your supplier on your behalf
  • Corrective action
  • A commission rebate
  • Support with contract rectification

4. Escalation

If you remain dissatisfied with our formal response, you may request escalation for further review by a director. We will acknowledge your escalation request within 2 working days.

Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint within 8 weeks of receipt, or if we issue a final response with which you remain dissatisfied, eligible microbusiness and small business customers may refer their complaint to our ADR scheme provider, free of charge.

Tethera Energy is in the process of registering with an approved Energy Ombudsman Alternative Dispute Resolution scheme for eligible microbusiness and small business consumers. The Ombudsman provides an independent and impartial dispute resolution service.

Further information on your eligibility and how to refer will be confirmed in our final response letter.

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