Complaints

At Loka Energy, we aim to provide excellent service. If you’re dissatisfied or believe something has gone wrong, please follow the steps below to raise a complaint. You can also nominate someone to raise a complaint on your behalf, just provide us with their name and contact details.

Note: We may share complaints with your housing association as part of service reviews. If you'd prefer your complaint remains confidential, please let us know and we will respect your privacy.

  • You can raise a complaint by:

    • Completing the online form: click here

    • Emailing us: hello@lokaenergy.com

    • Calling us: 0800 160 1635

    We recommend submitting your complaint in writing to ensure there is a clear record.

    Please include:

    • A clear explanation of the issue

    • The date(s) the issue occurred

    • Any relevant supporting information (e.g. meter readings)

    • Your preferred outcome

    • Your contact details and preferred times to be contacted

    We will acknowledge your complaint within 8 working hours.
    We aim to respond fully within 10 working days.

    Important: In some cases, Loka Energy is not the heat supplier but acts as a metering & billing agent on their behalf. Where this is the case, we may still handle your complaint but cannot issue a Deadlock Letter — this can only be issued by the heat supplier (or by an agent who has been legally authorised and whose delegated role has been clearly communicated to customers).

  • If you’re not satisfied with our response, you may request escalation to a Customer Services Team Leader.

    Response within 5 working days

  • If you remain dissatisfied, you can request further escalation to our Head of Customer Experience.

    Response within 5 working days

  • If we cannot reach a satisfactory resolution, and we are the heat supplier, we will issue a Deadlock Letter. This will confirm our final position and explain how you can refer the matter to the Energy Ombudsman.

    If we are not the heat supplier, we will not issue a Deadlock Letter. In such cases, a Deadlock Letter can only be issued by the supplier (or a metering & billing agent legally authorised by them to act on their behalf), and only where customers have been clearly informed of this delegated role.

    You are also free to seek advice or support from organisations such as Citizens Advice at any stage.

  • You can contact the Energy Ombudsman if:

    • You’ve received a Deadlock Letter, (from us, if we are the supplier; or from the supplier/authorised agent), or

    • Your complaint has been open for more than 8 weeks

    The Ombudsman is independent and free to use. They will ask for:

    • Details of your complaint

    • The date you first raised it

    • Steps taken by both parties

    • Your preferred outcome

    Contact details:

    • Email: enquiry@energyombudsman.org

    • Phone: 0330 440 1624

    • Website: www.energyombudsman.org

    • Address: PO Box 966, Warrington WA4 9DF

    The Ombudsman typically makes a decision within 6–8 weeks. If they uphold your complaint, they may require Loka Energy to:

    • Apologise

    • Provide an explanation

    • Take corrective action

    • Offer compensation (up to £10,000)

We value your feedback—each complaint helps us improve. Thank you for helping us deliver better service.