End to End Energy Service Provider

Complaints Procedure

Introduction

The Energy Desk Ltd is committed to providing the best possible service that we can. We recognise that sometimes customers will feel that they have cause to complain about the service they have received.

We encourage all feedback from customers, including complaints and have developed a Complaints Policy and an associated Complaints Procedure. Our Complaints Policy explains our broad approach to handling all complaints. Our Complaints Procedure provides clear information on how individual complaints will be handled.

Reports relating to complaints will be responded to in accordance with our Policies and Procedures. If you are not satisfied with the way we have handled your complaint, this will be dealt with as a failure of service under the terms of our Complaints Policy.

Aims

The Energy Desk aims to resolve complaints quickly, fairly and effectively. We will:

  • Aim to put things right quickly for our customers when they go wrong
  • Keep our customers informed of the progress of their complaint and the results of any investigation
  • Seek to learn from each complaint to improve future performance
  • Set performance targets for responding to complaints and monitor our performance against these targets
  • Advise our customers of their right to complain to the Consumer Focus if they remain dissatisfied after their complaint has been through all stages of the internal Complaints Procedure

Implementation

The Energy Desk Complaints Policy and associated Procedure will be readily available to customers. Together, they detail how to make a complaint and the timescales for a response from The Energy Desk.

What is a complaint?

A complaint is when a customer tells us that they are not happy with something that we have done or not done, and we have not put things right.

Who is a customer?

A customer is anyone who contacts The Energy Desk to request a service, or is in receipt of a service.

How can a complaint be made?

Any customer wishing to make a complaint can do so, by phone, e-mail, website, letter.

What is the process for making a complaint?

The process for making a complaint in detailed in the Complaints Procedure. This is a single document for use by The Energy Desk colleagues and customers.

If there’s an issue with your business account that the supplier has not dealt with to your satisfaction, or has still not been sorted out after eight weeks, or if the supplier has issued you with a letter telling you their final position, you may be able to bring a case to the Ombudsman Services Energy. Energy Ombusman contact details Energy on 0330 440 1624 (Textphone 0330 440 1600), or online at www.os-energy.org.

Monitoring

The Energy Desk is committed to continuous improvement in service delivery.

Our Service Standards for Complaints are:

  • We will make it easy and straightforward for you to make a complaint
  • We will endeavor to respond to your complaint within the published timescales and keep you informed
  • We will ensure you have a full explanation to your complaint in your preferred format
  • We will tell you if changes have been made to services following your complaint

As part of this commitment a quarterly monitoring report will be prepared for the Management team. We will also ask for your feedback on how we handled your complaint and use this information to improve our services.

We will review our Complaints Policy at regular intervals.

Responsibilities

  • The Senior Management Team and all those in managerial or supervisory roles are responsible for developing and encouraging good customer care handling practice within their teams.
  • Compliance with Customer Complaints Policy is the responsibility of all members of the Company who deal with customers.

Communication

Our Customer Complaints Policy is available in hard copy. Please contact the Operations Manager on 0845 838 9830 if you wish to access this document in another format.

Training will be provided for staff to ensure awareness is raised and staff has a clear understanding of customer complaints and their responsibilities.

Equality & Diversity

Customers have a right to express dissatisfaction with the services they receive from The Energy Desk. Customers using this policy can expect to be treated fairly and without discrimination.

The company has an Equality & Diversity Policy that covers all aspect of equalities. The company will ensure that this policy is accessible to all customers and service users.

Procedure

If you are unhappy with the service provided by The Energy Desk – whether it is the contracting process, information or the support you are receiving and/or about staff or the organisation itself – we promise to take your complaint seriously and confidentially. We also aim to resolve your complaint as speedily as possible.

If you have a complaint about any decision that we have made that affects you – for example, you disagree with information provided regarding a query, you should use the Appeals Procedures. For all other issues and grievances, use this Complaints Procedure.

We are always pleased to receive compliments and complaints because they help us improve the service we provide, both for you and other customers. We’re also interested in your ideas for improving our service. We use the information you give only to improve things. Passing on personal information about you is protected by the Data Protection Act.

If you want to complain, here’s what you can do.
It helps if you complain straight away to the people involved, as they may be able to put things right immediately. You should make your complaint within 5 working days of the event or problem occurring.

At any stage, you can register a formal complaint by telephone, letter, fax, email. Give as much information as you can, including times, dates, places and names. Contact The Energy Desk on Tel: 0845 838 9830, Fax: 0845 838 9831, Emal: info@theenergydesk.co.uk. Or write to the Operations Manager at The Energy Desk Ltd, 12a Meadway, Shuttleworth Mead Business Park, Padiham, Lancashire, BB12 7NG. You can find the contact details by visiting www.theenergydesk.co.uk.

You will get a first response within one week of receipt of your complaint, and a further response within four weeks.

There is a final stage that you can go through if you are still not satisfied after appealing to the Operations Manager. You can appeal to Consumer Focus. Ring the Helpline on 020 7799 7900. However, the CF won’t handle your complaint unless you have tried all the other routes first, and still aren’t satisfied.

We are constantly looking to improve the services we offer and welcome any comments you would like to make on the service you receive. If you have any particular comments then don’t hesitate to contact us via our contact form alternatively you can email any requests at info@theenergydesk.co.uk or telephone between 9am – 5pm on 0845 838 9830.

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Complaints Procedure
2015-03-24T10:39:07+00:00
The Energy Desk