We will always try and do everything we can to ensure that you are completely satisfied, but we understand that problems can sometimes arise. To ensure your complaint is resolved quickly and to your satisfaction, we have put together the following complaints procedure.
The best way to get a complaint resolved quickly is to call us on 0333 014 3131 to speak to our Customer Service advisors. If you can’t call us, you can email us at firstname.lastname@example.org or write to the Customer Services Team, Clear Business, No. 1 Dovecote, Old Hall Road, Sale, M33 2GS.
Our Customer Service Advisors have been empowered to resolve complaints on the first call whenever they can. If you have written to us, we may need to contact you by phone to obtain more information before we can investigate your complaint. We may need to speak to a third party, such as a wholesaler, before we can resolve your complaint, but we’ll keep you updated on our progress if we need to do this. If our Customer Services Team can’t resolve your complaint, it will be passed to our Customer Resolution Team.
The Customer Resolution Team will acknowledge your complaint before conducting a full review and completing further investigations if needed. They’ll get back to you either on the phone or in writing.
If you’re still unhappy after we’ve completed our review and investigation, or your complaint isn’t resolved after 8 weeks, you can ask Ombudsman Services: Energy to help. The Ombudsman Services: Energy is an independent alternative dispute resolution scheme. You can visit www.ombudsman-services.org to find out more, or contact them on 0330 440 1624.