1 – Overview
As a small business, we know that customer service is so important. After all, it is the overriding factor when you decide whether to use us for your next utility contract.
Therefore, we strive at all times to provide the highest level of service for our customers.
However, we are human. If there is anything you are unhappy about, please let us know immediately. We will do everything possible to resolve it to your satisfaction.
We will look into your complaint as quickly as possible and keep you updated along the way.
Our complaints procedure is outlined below, and this is also available by email or post, on request.
Please be assured, your complaint will be treated with the utmost importance, and we will continue to treat you with courtesy and respect at all times.
2 – Notifying us of a complaint
You may raise a complaint by any of the following methods:
Email – email@example.com
Telephone – 020 3372 6517
Post – Perfect Clarity, 124 City Road, London, EC1V 2NX
When contacting us, please include as much information as possible. We will deal with all complaints and will liaise with colleagues from relevant business and support departments as necessary to deal with the complaint.
3 – Timescales
Expect in the case of exceptional circumstances, we will acknowledge receipt of a complaint and provide a substantive response to you within five working days. In this response, we will outline the expected timescales depending on the nature of the complaint.
Typically, we aim to resolve any complaints within 10 working days. However, this may be longer if we need to request information from an energy company or another provider. This is because we will be reliant on the response times from other parties in order to resolve your complaint. We will advise you accordingly in our initial response.
If, due to the complexity of the complaint, we cannot provide a response within five days, we will notify you, provide an explanation for the delay and provide a reasonable estimate of the timeframe within which a response will be provided.
4 – Resolution
We will keep a record of all communication, including correspondence dates.
We may contact you and ask for further information, or clarification on your complaint.
We will then send you our final response, addressing the complaint, together with proposals for resolution such as an apology or any other solution in line with our terms and conditions. We continually look to improve our services and will explain any changes we may decide to implement as a result of your complaint.
If we don’t hear from you with 5 working days of our final response, we will consider the complaint resolved.
5 – Escalate your complaint
In the unlikely event we are unable to resolve your complaint, or if it has been unresolved for more than eight weeks, you can escalate your complaint to Ombudsman Services who shall review the complaint and respond to you with its decision to accept the original finding or to substitute a new finding. If the complaint is upheld, we will ensure that necessary steps are taken as a result.
Ombudsman Services is an impartial service, and free to use.
Ombudsman Services can be contacted as follows:
Telephone – 0330 440 1624
Email – firstname.lastname@example.org