Complaints Procedure 

Our aim is to provide a high level of service at all times however things don’t always go according to plan. We take pride in the service that we provide to our customers and complaints are treated as a matter of urgency. If you are not satisfied with any aspect of the service we provide, please follow this process in order to make a formal complaint.

How is a complaint raised?

A complaint can be made through any of the following channels:

  • Phone — 0207 553 4488
  • Email —
  • Post — 169 High Street, Barnet, EN5 5SU 

What is needed from you?

In order to to investigate your complaint we will need the following information:

  • Your name and account number
  • A contact number and email or postal address
  • A summary of the issue with relevant detail
  • A copy of any emails/letters that relate to the complaint
  • If applicable how you would like your complaint to be resolved

What will happen next?

Cloud Based Solutions will acknowledge your complaint within one week, and aim to reach an agreeable resolution as soon as possible.  

In the unlikely event that we are unable to achieve a satisfactory resolution to your complaint, you have the right to take your complaint to an alternative dispute resolution scheme at no cost, subject to their eligibility criteria. We have an 8-week period within which to agree a resolution, unless both parties agree we are at deadlock before this time period elapses.

Useful Addresses

The Energy Ombudsman
P.O. Box 966, Warrington, WA4 9DF
T: 0330 440 1624

Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
T: 020 7981 3040 or 0300 123 3333

Phone-paid Services Authority
40 Bank Street London, E14 5NR
T: 0800 500 212 or 020 7940 7474

Telephone Preference Service
DMA House, 70 Margaret Street, London W1W 8SS
T: 0845 070 0707

Federation of Communication Services (FCS)
The Grainger Suite, Dobson House, Regent Centre, Newcastle Upon Tyne NE3 3PF
T: 020 7186 5432

Cloud Based Solutions is committed to providing the highest possible service to all customers and to this end our complaints procedure is regularly reviewed.