Complaints Procedure

At Sun Source Brokers Limited, we are committed to delivering a high standard of service across our energy and payment solutions. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address the issue promptly and fairly.

You can raise a complaint by contacting us using one of the following methods:

• Email:  Info@sunsourcebrokers.co.uk
• Telephone: 07424852580
• In writing: 2 Brookdale, Southport PR8 3UA, England, UK

Please include your name, contact details, and any relevant account or reference numbers, along with a clear description of your complaint.

• Acknowledgement
  We will acknowledge your complaint within 5 working days of receipt.
• Investigation
  Your complaint will be reviewed thoroughly and impartially. We may contact you if further information is required.
• Response
  We aim to provide a full written response within 20 working days. If additional time is needed, we will keep you informed.
• Resolution
  Our response will explain our findings and outline any actions taken or proposed to resolve the matter.

If you are not satisfied with our final response, you may request an escalation for further internal review.

If your complaint relates to energy brokerage services and remains unresolved after 8 weeks, or you receive a final response with which you are dissatisfied, you may be able to refer your complaint to:

The Energy Ombudsman
The Ombudsman provides free, independent dispute resolution for energy-related complaints.
They can be contacted once our complaints process has been completed.

Energy Ombudsman can be contacted in the following way:

Name: Energy Ombudsman

Website: www.energyombudsman.org

Email: enquiry@energyombudsman.org

Phone: 0330 440 1624

Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

If your complaint relates to payment solutions or merchant services, and you are not satisfied with our final response, you may be entitled to escalate your complaint to:

The Financial Ombudsman Service (FOS)
The Financial Ombudsman Service is an independent body that resolves disputes between consumers and financial service providers.
Referral eligibility depends on the nature of the service provided and your customer status.

We will provide you with the appropriate Ombudsman contact details and guidance at the point of escalation where applicable.

• Complaints are handled fairly, transparently, and promptly
• Raising a complaint will not affect the service you receive
• Feedback is used to improve our services and standards

At Sun Source Brokers Limited, we are committed to resolving concerns fairly and efficiently, and we view complaints as an opportunity to improve the way we support our customers. Our aim is always to reach a positive outcome through open communication, transparency, and prompt action. If you have any concerns about our service, we encourage you to contact us so we can work with you to achieve a satisfactory resolution.