Providing excellent customer service is vitally important to us. When our clients tell us they’re unhappy with any part of the service we have provided, we do our best to put it right.
We treat any complaint as an opportunity to learn, improve and review our processes. We want to make it easy for our clients to tell us when there is a problem, which means ensuring that we are easy to contact, that we listen to feedback and that we act upon it promptly.
If you’re unhappy with any aspect of our service, we encourage you to let us know at the earliest opportunity so we can find a quick solution.
Our complaints procedure is designed to ensure that any complaints are handled fairly, confidentially, and in an efficient manner.
This complaints procedure is totally separate to your right (if you are a Microbusiness Customer) to escalate any complaint relating to your energy supply to the Energy Ombudsman.
Many problems can be resolved quickly and informally by talking directly with the person concerned or your dedicated account manager, and we recommend this as a first step.
If we aren’t able to resolve your concerns informally to your satisfaction, or if you don’t feel it’s appropriate to discuss the issue with the person concerned, please let us know in writing.
When writing to us, please include:
• What’s happened
• Why you’re dissatisfied
• What you’d like us to do to put things right
Email is quickest – you can reach us at email@example.com. If you’d prefer to write to us, you can do so at:
Client Services Manager
Tyne and Wear
We will acknowledge your complaint within two working days of receipt and aim to provide a substantive response within a further 10 working days. Occasionally, it isn’t possible to provide a full response in this timeframe. For example, we may need to liaise with a third party such as a supplier, which can take longer. Where this is the case, we’ll let you know when you can expect a full response.
If the matter is unresolved following stage two, your complaint will be passed to our Compliance department. They will complete a review and establish whether there are any further steps we can take to reach a resolution. This is the final stage of our Complaints Procedure.