Complaints Procedure

1. Purpose

The purpose of this procedure is to provide a clear, fair, and accessible process for handling complaints from clients regarding energy services procurement provided by brokers who are members of the Energy Ombudsman Broker ADR Scheme.

2. Scope

This procedure applies to all complaints received by the company related to energy procurement.

3. Raising a Complaint

Customers and employees can raise complaints through various channels, at no cost:

• In-person: At any company location.
• Email: Send a detailed complaint to info@energysupportsolutions.co.uk FAO Paul Kay
• Phone: 01254 475750
• Online: Use the contact form on our website

4. Acknowledgment

Upon receiving a complaint, the company will acknowledge receipt within 2 business days and provide the complainant with a reference number.

5. Investigation

1. Initial Assessment: The complaint will be reviewed to determine its validity and seriousness.
2. Detailed Investigation: If the complaint is valid, a detailed investigation will be conducted, which may involve interviews with relevant parties and review of documentation.

6. Confidentiality and Respect

Clients making complaints will be treated with confidentiality and respect throughout the process.

7. Response

Informal Resolution: If possible, the complaint will be resolved informally through discussion and negotiation.

Formal Response: If the complaint cannot be resolved informally, a formal response will be provided to the complainant within 14 business days, detailing the findings and any actions taken.

8. Escalation

If the complainant is not satisfied with the response, they can request an escalation to a higher authority within the company, where possible. They can also escalate their complaint to the Energy Ombudsman, following a notification that we are unable to resolve their complaint directly, or if the issue remains unresolved for over eight weeks.

We subscribe to their Alternative Dispute Resolution scheme, so that customers have access to free and impartial dispute resolution service.

Customers can contact the Energy Ombudsman through the various channels:

• Website: www.energyombudsman.org
• Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
• Phone: 0330 440 1624
• Email: enquiry@energyombudsman.org

9. Record Keeping

All complaints and their outcomes will be recorded and stored securely for future reference and analysis

10. Resolution of Complaints

Our goal is to resolve complaints promptly and fairly. Possible resolutions may include:

• Apology: Offering a sincere apology for any inconvenience caused.
• Goodwill Gesture: Providing discounts, complimentary services, or other tokens of appreciation.
• Corrective Action: Taking steps to rectify identified issues and prevent future occurrences.
• Service Improvement: Implementing changes to enhance our service based on feedback.
• Detailed Explanation: Providing transparency about the issue and resolution steps.
• Follow-Up: Ensuring client satisfaction with follow-up communication.

These options aim to address complaints effectively, ensuring clients feel heard and valued. Each resolution will be tailored to the specific circumstances of the complaint.

11. Review and Improvement

The complaints procedure will be reviewed annually to identify areas for improvement and ensure it remains effective and fair.