Complaints Procedure

A legal disclaimer

Zana Utilities LTD (Trading as Zana)

Energy Supplier Brokering Complaints Procedure

Zana Utilities LTD, trading as Zana, is committed to providing a fair, transparent, and professional

service. If you are unhappy with any aspect of our service, you may raise a complaint using the

process below.

How to Make a Complaint

You can contact us using the following methods:

Post: Unit 3 Swinnow Grange Mills, Stanningley Road, Leeds, England, LS13 4EP

Please include your business name, contact details, supplier name (if applicable), a clear

description of your complaint, and any supporting documents.

Our Process

• We will acknowledge your complaint within 5 working days.

• We aim to provide a full written response within 20 working days.

Escalation

If you are dissatisfied with our response, or if 8 weeks have passed since you raised your

complaint, you may escalate the matter to the Dispute Resolution Ombudsman (DRO).

Dispute Resolution Ombudsman (DRO)

Telephone: 0333 241 3209

Post: Premier House, First Floor, 1–5 Argyle Way, Stevenage, Hertfordshire, SG1 2AD

Zana Utilities LTD is registered with the Dispute Resolution Ombudsman and agrees to abide by

their decision.