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Our Complaints Handling Policy

Complaints handling policy

We are Here to Help

If you feel like we have let you down in any way, or have not met the high standards of service we pride ourselves on, we want you to let us know. We recognise that things can occasionally go wrong, so our commitment to you is that we will always attempt to put things right.


Give us a call on 0800 103 2702 Our Customer Services team are available
Monday to Friday between 8:30am and 5:00pm
Saturday between 9:00am and 2:00pm.


Email us at make sure you include your full customer details, and Outfox the Market account number so we know who you are.

Our Aim

At Outfox the Market we feel it is important to get things right the first time around and we understand that long escalation time frames can be frustrating for customers this is why our customer service team will always try to resolve any dissatisfactions at your first point of contact and to put things right straight away. If it is a more complex or complicated issue, sometimes it may take a little longer to get the outcome you require and this will be escalated to our Customer resolution team who will be in contact within 2 working days of receiving a complaint. In these circumstances, we will stay in regular contact with you, so you know what actions we are taking and when we hope to have your concerns resolved. If you are still dissatisfied it’s easy to get free independent advice so that you “know your rights” as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills. The document produced by Citizens Advice service provides more information about where energy consumers can get free independent information and advice about their energy supply and ways to reduce their bills.

Know your rights.pdf

Know your rights Welsh.pdf

OTM Guaranteed Standards of Performance.pdf

OTM Full Policy and Procedure.pdf