At Laporsa Technologies (a trading name of Laporsa Ltd), we take every complaint seriously. If you are dissatisfied with any aspect of the energy brokerage services we have provided, we want to hear from you. Every person who raises a complaint will be treated with courtesy, dignity, and respect throughout.
Our goal is always a fair, prompt, and lasting resolution. This procedure is available completely free of charge — you may request a copy by email or post at any time.
This Complaints Handling Procedure is available free of charge on request. Email complaints@laporsa.com or write to us at the address below to request a copy.
How to Contact Us with a Complaint
You can raise a complaint using any of the following methods. We accept complaints by phone, email, in writing (post), or in person — at every stage of the process.
Laporsa Technologies
(trading name of Laporsa Ltd)
Unit 60, Springvale Industrial Estate,
Cwmbran, NP44 5BD
United Kingdom
Email us to arrange a visit
When raising a complaint, please include your name, contact details, account or contract reference (if applicable), a clear description of the issue, and any relevant dates or supporting documents. This helps us investigate promptly.
Our Step-by-Step Complaints Process
All complaints follow the structured five-stage process below. We keep a full written record of every complaint received, including the date it was received, all communications, actions taken, and the final outcome.
Submit Your Complaint
Contact us using any of the methods listed above — by phone, email, post, or in person. Provide your name, contact details, account reference (if available), a clear description of your concern, and any relevant dates or documents. Complaints can be submitted and progressed through every stage by any of these methods.
Day 0 — You contact usAcknowledgement
We will acknowledge your complaint in writing within 2 working days of receiving it. Our acknowledgement will confirm your complaint reference number and the name of the person responsible for handling your case. You will be kept informed at every stage.
Within 2 working daysInvestigation
A dedicated team member will conduct a thorough investigation, reviewing all relevant account records, correspondence, and documentation relating to your case. Where further information is needed, we will contact you promptly. We may also discuss the matter with relevant third parties where necessary and appropriate.
Ongoing — we keep you updatedFinal Response
We aim to issue a full written Final Response within 28 calendar days of receiving your complaint. This response will clearly set out our findings, the steps we have taken, and the remedy or outcome we are proposing. If exceptional circumstances prevent us from meeting this timeframe, we will write to explain why and give a revised date.
Within 28 calendar daysOutcome & Next Steps
If you are satisfied with our Final Response, the complaint will be closed and our records updated. If you remain dissatisfied with our response, or if your complaint has not been fully resolved within 8 weeks of us receiving it, you have the right to refer your complaint to the Dispute Resolution Ombudsman (DRO) — an independent, impartial, and free dispute resolution service.
8-week right to escalateWhat to Expect & When
The following timescales apply to all complaints. We are committed to keeping you informed throughout — you will never be left without an update.
⚡ Acknowledgement
Within 2 working days of your complaint being received by us.
🔄 Progress Update
If resolution takes longer than 14 calendar days, we will send a written progress update.
📋 Final Response
Within 28 calendar days in the majority of cases. You will be notified in writing if this cannot be met.
⏱️ Maximum Period
If unresolved after 8 weeks, you may refer your complaint to the Energy Ombudsman at any time. We will notify you of this right.
How We May Resolve Your Complaint
Depending on the nature of your complaint, a resolution may take one or more of the following forms. We are committed to a proportionate and genuinely fair outcome in every case.
Formal Apology
A sincere, written acknowledgement and apology where our service has fallen below the standard you should expect.
Corrective Action
We will correct errors, amend records, or take the practical steps needed to put the situation right.
Goodwill Gesture
Where appropriate, we may offer a goodwill gesture to acknowledge inconvenience or distress caused.
Financial Compensation
Where a financial loss or direct harm has resulted from our error, we will discuss fair and proportionate compensation.
Explanation & Clarification
A clear, transparent account of what happened and the process that was followed.
Process Improvement
Where your complaint identifies a systemic issue, we commit to making lasting improvements to our service.
How to Make & Progress a Complaint
We accept complaints and allow progress updates through all of the following methods. You can switch between channels at any point during the process — your case will not be affected.
When You Can Escalate to DRO
You have the right to refer your complaint to the Dispute Resolution Ombudsman (DRO) — a fully independent and impartial ADR service — in any of the following circumstances. We will always notify you of this right in writing.
📩 We Have Issued Our Final Response & You Remain Dissatisfied
If you are not satisfied with the outcome set out in our Final Response, you may refer your complaint to the Dispute Resolution Ombudsman (DRO). You have 12 months from the date of our Final Response to do so.
⏳ Your Complaint Remains Unresolved After 8 Weeks
If we have not issued a Final Response — or have not fully resolved your complaint — within 8 weeks of receiving it, you are entitled to escalate to DRO at any point. We will write to notify you of this right if this threshold is reached.
📋 We Issue a Deadlock Letter
If we reach a position where further internal resolution is not possible, we will issue a formal deadlock letter. This enables you to refer your complaint to DRO immediately, regardless of whether 8 weeks has elapsed.
DRO will review your case independently. Laporsa Technologies is registered with DRO and agrees to abide by any decision they make. Their service is entirely free for you to use.
About the Dispute Resolution Ombudsman (DRO)
The Dispute Resolution Ombudsman (DRO) provides an independent, not-for-profit alternative dispute resolution service for energy broker clients. DRO is registered with the government and provides impartial, legally-trained dispute resolution. Their service is completely free of charge for you to use and operates independently of Laporsa Ltd (trading as Laporsa Technologies). Laporsa Technologies is registered with DRO and agrees to abide by any decision they make.
DRO — Contact Details
If you wish to refer your complaint to DRO, please use the contact details below. You can contact DRO by email, telephone, or post.
Premier House, First Floor
1-5 Argyle Way
Stevenage, SG1 2AD
Our Commitment to You
🫶 Courtesy & Respect
Every person raising a complaint will be treated with dignity, courtesy, and respect at all times — regardless of the nature of the complaint or its outcome.
📂 Accurate Record Keeping
We maintain a full record of every complaint received, including the date received, all communications and correspondence, actions taken, and the final outcome. All records are stored securely and retained in accordance with our data protection policy.
📊 Continuous Improvement
We review complaint trends regularly to identify opportunities to improve our services. Every complaint is treated as valuable feedback. We are committed to using what we learn to make lasting, meaningful improvements — reinforcing our commitment to high-quality, reliable service.
🔒 Confidentiality & Data Protection
All complaint information is handled in strict confidence and in full accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
A copy of this procedure is available free of charge at any time. Contact us at complaints@laporsa.com or write to: Complaints Team, Laporsa Technologies (Laporsa Ltd), [Registered Address], United Kingdom.