We are continually monitoring our own performance, implementing checks and improvements in process and rarely receive complaints from our customers’.
Our procedure runs as follows:
ACKNOWLEDGE: In the event that we do receive a complaint, we aim to acknowledge receipt both in writing and on the phone within 48 hours, setting out how we propose to handle the problem.
INVESTIGATE: We will then investigate the problem and work to resolve it as quickly as possible. Some problems require action by other parties within the energy industry and hence may take a prolonged period to resolve.
UPDATE: We always keep our customers updated on progress and timeframes to resolution.
RESOLUTION & CONFIRMATION: Once resolved, we will inform the customer and check in with them to confirm it has been resolved to their satisfaction.
FOLLOW UP: Ensure the problem is fully resolved and call the customer as a final ‘comfort check’.
ESCALATION: As full members of the UIA, we are signatories to their Code of Practice and Complaints Procedure. Clients can seek redress through the UIA should a problem not be resolved by us to their satisfaction.