Policies & procedures
Complaints Procedure
This document covers all four family companies: ICD Energy Managers Ltd, PEP Energy, PEP-ICD Energy Managers Ltd and Cumbria Utilities Ltd.
We work hard to get things right, but if something has gone wrong we want to hear about it, put it right quickly and learn from it. This procedure explains how to make a complaint, what we will do, and where you can take your complaint if you remain unhappy with our response.
We are a proud member of the Energy Broker Alternative Dispute Resolution (ADR) Scheme operated by the Energy Ombudsman.
Who this procedure covers
This procedure applies to complaints about any of the four companies in the PEP ICD family:
| Company | Registration | Location |
|---|---|---|
| ICD Energy Managers Ltd | Company no. 13138824 | Newcastle Upon Tyne |
| PEP Energy | — | Kendal, Cumbria |
| PEP-ICD Energy Managers Ltd | Company no. 14837509 | Newcastle Upon Tyne |
| Cumbria Utilities Ltd | Company no. 12341513 | Kendal, Cumbria |
However your complaint arises and whichever company it concerns, it will be handled under this single procedure.
How to make a complaint
You can complain by email, in writing or by phone:
- Email: enquiries@icdenergymanagers.com — please put "Complaint" in the subject line
- Post: The Directors, ICD Energy Managers Ltd, Q16 Quorum Business Park, Benton Lane, Newcastle Upon Tyne NE12 8BX
To help us resolve things quickly, please include your company name, the service your complaint relates to, what has gone wrong, and what you would like us to do about it.
What we will do
| Stage | Timescale |
|---|---|
| Acknowledge your complaint | Within 3 working days of receipt |
| Investigate and respond in full | Within 10 working days, or we will explain the delay and give a revised date |
| Final response | Within 8 weeks of receipt at the latest |
Your complaint will be investigated by a director who, wherever possible, was not involved in the matter complained about. Our response will set out what we found, what we will do to put things right — which may include an apology, corrective action or compensation where appropriate — and what to do if you disagree.
If you remain unhappy
If you are dissatisfied with our final response, or more than 8 weeks have passed since you first raised your complaint, you may be able to refer the matter to the Energy Ombudsman under the Energy Broker ADR Scheme. The scheme is free to use, independent of us, and its decisions are binding on us but not on you.
The scheme is open to microbusinesses — broadly, businesses with fewer than 10 employees and turnover below €2 million, or using less than 100,000 kWh of electricity or 293,000 kWh of gas a year. You can contact the Energy Ombudsman at www.energyombudsman.org or on 0330 440 1624.
If your complaint concerns how we have handled your personal data, you also have the right to complain to the Information Commissioner's Office at ico.org.uk.
Records and learning
We keep a record of every complaint, its investigation and its outcome for a minimum of three years. Complaints are reviewed by the directors quarterly, and recurring themes feed directly into changes to our processes and training.
This procedure is reviewed annually and was last reviewed in July 2026.