Customer Complaints Procedure

Introduction

The Energy Desk (UK) 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. Any customer wishing to make a complaint can do so, by phone, e-mail, website, letter.

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.

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 PDF copy. Please contact the Operations Manager on 03330 151 221 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.

Compliments and complaints allow us to improve the service we provide, both for you and other customers. We are 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 & GDPR.

If you wish to complain, here is 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 or email giving as much information as you can, including times, dates, places and names. You can contact The Energy Desk via the following methods:
    • Tel: 03330 151 221, Fax: 03330 151 171
    • Email: Info@theenergydesk.co.uk
    • Post: The Energy Desk, 10 Venus House, Mercury Rise, Altham Industrial Estate, Accrington, Lancashire, BB5 5BY

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 via their Helpline on 020 7799 7900. (note: Consumer Focus won’t handle your complaint unless you have tried all the other routes first, and still aren’t satisfied).

If your complaint is specifically regarding an E.on contract, this can be escalated to the Information Code Manager within 7 days if resolution has not occurred. The Energy Desk can make a joint application with the customer’s permission, further details can be found on our website www.theenergydesk.co.uk or www.tpicodeofpractice.co.uk

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 comments, then please fill out our webpage feedback form at www.theenergydesk.co.uk.

For further Information and a full copy of the Complaints Policy you can obtain this by going to: www.theenergydesk.co.uk alternatively you can email any requests at info@theenergydesk.co.uk or telephone between 9am – 5pm on 03330 151 221.

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