Version 1.2 — 16 September 2026. Reviewed annually.
We want to hear when something has gone wrong. A complaint tells us where our service has fallen short, and we would rather know than not.
We treat every complaint seriously, look into it properly, and give you a clear answer. You will not be charged for making a complaint, and it will not affect the service you get from us or from your energy supplier.
Whichever way suits you:
| energy@costiva.co.uk | |
| Telephone | 07498 951766 |
| Post | Complaints, Costiva Ltd, Viglen House Business Centre, Alperton Lane, Wembley, HA0 1HD |
It helps us if you can tell us:
If you don't have all of that, get in touch anyway. We'll find the rest.
Someone else can complain for you — a colleague, your accountant, or anyone else you authorise. We'll just need your written confirmation that they're acting for you.
| Within 5 working days | We acknowledge your complaint in writing and tell you who is dealing with it. |
|---|---|
| Within 10 working days | We aim to give you a full response. Most complaints are resolved in this time. |
| If we need longer | Because we're waiting on a supplier, for example — we'll tell you why, and keep you updated at least every 10 working days until it's resolved. |
| Within 8 weeks | We will have either resolved your complaint or written to tell you we can't take it further. That letter is sometimes called a deadlock letter. |
First, come back to us. Tell us why you're not satisfied and we'll look at it again, with someone who wasn't involved the first time.
Costiva Ltd is a full member of the Dispute Resolution Ombudsman, the approved alternative dispute resolution scheme for energy brokers. Our membership number is E3629. That means an unresolved complaint about us can be reviewed independently, free of charge to you.
You can take an unresolved complaint to the Dispute Resolution Ombudsman if either:
Their service is free to you and independent of us, and their decision is binding on us.
DRO Energy Adjudication Service for Energy Brokers · Costiva membership number E3629
| Telephone | 0333 241 3209 — Monday to Friday, 9am to 5pm |
|---|---|
| info@disputeresolutionombudsman.org | |
| Post | Premier House, First Floor, 1–5 Argyle Way, Stevenage, SG1 2AD |
| Online | disputeresolutionombudsman.org/dispute |
Going to the scheme does not affect your legal rights.
Some things are the supplier's responsibility rather than ours — billing, meter readings, metering work, or problems with your supply.
If your complaint is about your supplier, tell us anyway. We'll either raise it with them on your behalf or point you to the right place. We won't simply pass you back and forth.
Every supplier has its own complaints procedure, and its own ombudsman route if they can't resolve it.
Water is a separate market with its own rules, and the Dispute Resolution Ombudsman's energy scheme does not cover it. If your complaint is about a water contract we arranged, tell us and we will handle it under this procedure. If we can't resolve it, the route is your water retailer's own complaints process, and beyond that the Consumer Council for Water and the Water Redress Scheme (WATRS).
We keep a record of every complaint: what was raised, what we did, how long it took, and how it ended. We review those records regularly to find patterns, so we fix causes rather than symptoms.
We keep complaint records for six years. We handle any personal information in line with data protection law and our privacy policy. Costiva Ltd is registered with the Information Commissioner's Office, registration number ZC211829.
Costiva Energy is an energy broker. We arrange gas, electricity and water contracts between businesses and suppliers. We are not a supplier and we do not supply energy ourselves.
The supplier pays us a commission on contracts we arrange. The terms are set out in writing before you sign anything, and you can ask us what the commission is at any point. Our terms of business cover this in full.