At Soni Advisory, we are dedicated to delivering top-quality services to our customers. We value our clients and are committed to addressing and resolving any concerns they may have. If you ever feel that your interaction with us has not been handled appropriately, you have the right to file a complaint. Rest assured, we will assess the validity of your concern and take the necessary steps to resolve the issue. Additionally, we will keep a record of the complaint resolution process for future reference.

Your feedback is invaluable to us, as it helps us identify any shortcomings in our service and improve our customer interactions. We will thoroughly investigate any issues raised and work to resolve the root causes of disputes. As a customer-focused company, Soni Advisory prioritizes client satisfaction and strives to provide the best possible solutions. However, should any discrepancies arise, you can always reach out to us for a swift resolution.

Contact Us

Phone: +44 02032907425

Email: info@soniadvisory.com

Steps to Follow

• We take all complaints seriously and will investigate them promptly and efficiently.
• If you submit your complaint by post, one of our customer service advisors will acknowledge receipt within one working day.
• Once we receive your complaint, we will formally acknowledge it via phone or email and maintain a record of the issue.
• Should our investigation take longer than 24 hours, we will inform you before the deadline and provide a revised completion timeline.
• If your complaint relates to a contract sale, we will immediately notify your supplier and advise them on the necessary corrective measures.
• In cases where immediate resolution is not possible, a dedicated Complaints Handler will be assigned to manage your case.
• We will provide updates on the progress of your complaint every five days until it is fully resolved.
• If we are unable to resolve your complaint, or if it remains unresolved for more than eight weeks, you have the option to escalate the matter to the Ombudsman Services.

Ombudsman Services

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

Post: Ombudsman Services Energy, PO Box, Warrington, WA4 9DF

Online: Ombudsman Complaints

For further details on the Ombudsman process, visit: Ombudsman Process

We assure you that we handle all complaints impartially, and our resolution service is free for our customers. If we have made an error, we will acknowledge it, apologize, and take corrective action. Our priority is ensuring customer satisfaction, and we will only close the complaint once all parties are satisfied with the outcome.

We recommend keeping relevant documents such as bills, statements, email correspondence, or any other supporting information readily available throughout the complaint process.