Complaints Process

Last Updated 20th March 2024


At Rybeda Group we are passionate about providing exceptional customer service, however we appreciate on the odd occasion that things can go wrong.

If this happens and there is anything you’re not happy with we encourage you to get in touch with us directly – this not only gives us the opportunity to address your complaint and ideally solve it but also gives us the opportunity to adapt and improve our customer service.

If you have any issues, we encourage you to raise these directly with us via our complaints process using your preferred method below.



Telephone: 020 3985 2566


To allow our team to address your complaint fully we ask that you include the following information for us:

  • Your Name
  • Business Name
  • Business Address
  • Business Telephone Number
  • Business Email
  • Name of Person you were dealing with at Rybeda
  • Best way for us to reach you to keep you updated Phone/Email
  • A Full Explanation of your Complaint including any supporting documents


We will acknowledge receipt of your complaint within 72 hours (this doesn’t include the weekend) and confirm the next steps for our investigation.

Whilst we will do everything, we can to resolve your complaint swiftly and as soon as possible, there are times when if there is third party engagement things could take a little longer, but we will keep you updated every step of the way about where we are and the anticipated date of resolution.

If at any point you have any questions or concerns during the complaint’s process feel free to reach out to us and we will do everything we can to help you.

We will respond back to you with our final response no later than 8 weeks after receipt of your complaint.

Should you decide that you’re not happy with any part of the process or the outcome of your complaint (in the unlikely event that we have not been able to solve your issue satisfactorily then you have 6 months from our final response) you can contact the Energy Ombudsman.

The Energy Ombudsman is a free impartial service for you to use if required.


You can contact the Energy Ombudsman:


By Post:

Ombudsman Services: Energy

PO Box 966




By Phone:

0330 4401642


By Email:


For more details about the Energy Ombudsman please visit their website


Download our Rybeda Group Complaints Process.


To learn more about the Data we collect & how it’s handled please check out our Privacy Policy.


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