Policies Complaint handling procedureTell us.We will answer. Last reviewed: Complaint handling procedureIf the service we provide does not meet your expectations, or if we make an error we would like to be informed. We will investigate any issues and aim to rectify them promptly, where possible. Step 1: tell us about the problemStep 1 Let us know about the problem by one of the below contact methods, please provide as much information as possible to help us resolve the complaint and how you would like to be contacted in the future.
Step 2: our review and responseStep 2: If we are unable to resolve the query straight away, we aim to take no longer than 7 working days to review and respond. We are always looking to improve our services and take any kind of dissatisfaction very seriously. A resolution may be offered in a form of an apology, an explanation, action to correct the problem, or a financial award. Step 3: internal reviewStep 3: After we have responded, if you’re not satisfied that we’ve resolved the complaint, or you’re not happy with how we dealt with things let us know, we’ll carry out an internal review of your case within 3 working days. We’ll investigate how we’ve handled the complaint and send our final resolution. In some cases, we may not be able to offer the resolution requested if the contract is live with an Energy Supplier, but we will always advise you if this is the case and next steps. Step 4: independent referralStep 4: Hopefully, it doesn’t come to this step and we have resolved your complaint to your satisfaction, but if we haven’t been able to agree a resolution placing the complaint to deadlock or the complaint is not resolved within eight weeks as a micro-business you can contact the Energy Ombudsman which is an impartial and free service for you to use. Name: Energy Ombudsman Website: www.energyombudsman.org Email: enquiry@energyombudsman.org Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm) Post: Energy Ombudsman P.O. Box 966 Warrington, WA4 9DF For independent advice, the Citizens Advice Service can also be contacted on the consumer helpline: 0808 223 1133 Other independent routesWe are registered for alternative dispute resolution under reference C35OMNI01 and hold Dispute Resolution Ombudsman membership E3362. Referral is free to you and does not affect any other legal right you have. Where the complaint is about a supplier rather than about us, it has to go through that supplier’s own complaints process first. Tell us and we will raise it with them and follow it on your behalf. Business water customers can take an unresolved supplier complaint to the Consumer Council for Water. What we do with complaintsWe record every complaint, the outcome and the cause. The record is reviewed so that the same fault is not repeated, and it is available for audit. |
