We acknowledge that many concerns can be resolved informally and swiftly, and we encourage early
resolution through direct communication.

Our goals are to:<br>

This policy not only encourages positive feedback but also provides clear guidelines for handling complaints regarding our services, facilities, staff, and volunteers.

Definitions

• Compliment: An expression of satisfaction with our service.
• Complaint: Any expression of dissatisfaction, regardless of how it is communicated (e.g., in person, via phone, email, or in writing). Staff members are trained to recognize and address concerns, even when the term “complaint” is not explicitly used.

• Responsibilities

  Our Responsibilities:

  • Acknowledge formal complaints in writing.
  • Respond within a specified timeframe.
  • Address concerns with professionalism and sensitivity.
  • Take corrective action where appropriate.

  Complainant’s Responsibilities:

  • Submit complaints in writing within eight weeks of the issue arising.
  • Raise concerns promptly and directly with the relevant team member.
  • Provide a clear and comprehensive explanation of the issue, including any prior actions taken.
  • Allow reasonable time for resolution.
  • Recognize that some issues may be beyond our direct control.

  Confidentiality

  We prioritize confidentiality in handling complaints. However, in certain circumstances where maintaining full confidentiality is not possible, we will communicate this to the complainant.

  Complaints Procedure

  Stage 1: Informal Resolution

  • Staff members assess the seriousness of the complaint.
  • Whenever possible, concerns should be addressed informally for a swift resolution.
  • If the issue remains unresolved, the formal complaint process is initiated.

  Stage 2: Formal Complaint Process

  • If informal resolution is unsuccessful, the complainant is guided through the formal complaint procedure.
  • A formal complaint may be submitted verbally or in writing. If verbal, a written statement will be taken by a relevant team member.
  • All complaints are forwarded to Hamed Adefuwa.
  • The complaint is acknowledged in writing within one week of receipt.
  • An investigation is conducted, with findings reviewed by the staff member involved and their line manager.
  • A formal response, outlining findings and any actions taken, is provided within four weeks. If additional time is required, the complainant is informed. 

  Stage 3: Escalation to Ombudsman Services

  If the complainant is dissatisfied with the response, they may escalate the issue to the Ombudsman Services.

  Conditions for Independent Review:

  • The complainant must be a registered business in Great Britain.
  • The business must qualify as a microbusiness under Ofgem’s definition.
  • The dispute must be unresolved after eight weeks, or a deadlock letter must have been issued.

  The Ombudsman Services provide an impartial Alternative Dispute Resolution (ADR) process, liaising between the relevant parties.

  How to Contact the Ombudsman Services

  Website: Ombudsman Services Complaint Portal
  Email: enquiry@ombudsman-services.org
  Mailing Address:
  Ombudsman Services: Energy
  P.O. Box 966
  Warrington, WA4 9DF

  Note: If a complaint is escalated to the Ombudsman, any goodwill offer from us will be withdrawn to allow for an unbiased resolution. The Ombudsman may determine a different outcome, which could be more or less than our initial offer.