Last updated: 27 October 2026
Our commitment
Aura WM Ltd aims to provide clear, professional support to business customers and property-management teams. If something has gone wrong, please tell us so we can understand the issue, investigate it fairly and try to put matters right.
Step 1: Contact us
You can raise a complaint by telephone, email or post. Please include your name, organisation, contact details, any relevant site or account reference, what happened, when it happened and what outcome you are seeking.
- Telephone: 0152 774 2450
- Email: contactus@aurawm.co.uk
- Post: Aura WM Ltd, 133 Tame Road, Birmingham, England, B6 7DG
Step 2: Acknowledgement and investigation
We will acknowledge your complaint as soon as reasonably practicable, review the information available and may contact you for further details. We will aim to provide an initial response within three working days and to resolve straightforward matters within 10 working days where reasonably possible. If the matter needs longer, we will explain why and keep you updated on progress.
Step 3: Review
If you are unhappy with our initial response, tell us why and what you believe would be a fair outcome. Where appropriate, the complaint will be reviewed by a manager or someone not directly involved in the original issue. We will then provide a further response explaining our findings and any steps we propose to take.
Step 4: External escalation
If we cannot resolve your complaint, any right to refer it to an external dispute-resolution body will depend on the nature of the complaint, your eligibility and whether Aura WM Ltd participates in a relevant approved scheme. We will explain any applicable route in our final response. Please do not assume that the Energy Ombudsman or another ADR scheme can consider a complaint about a broker unless the relevant scheme confirms that it can.
If your complaint concerns an energy supplier’s billing, supply, metering or contract performance, you may also need to use that supplier’s own complaints procedure. The supplier’s escalation routes and eligibility criteria may differ from ours.
What we may do to put things right
Depending on the findings, we may apologise, provide an explanation, correct our records, take reasonable steps to address an administrative issue, or make another proportionate proposal. Any remedy will depend on the facts and our legal obligations.
Contact details
Aura WM Ltd
Company number: 16591667
133 Tame Road, Birmingham, England, B6 7DG
Telephone: 0152 774 2450
Email: contactus@aurawm.co.uk