Complaints
Energy Gurus (UK) Ltd
Our complaint procedure
Introduction
We aim to provide a first class service for all of our
customers. However we recognise that occasionally we may not achieve every
aspect of that goal. Should that happen
we have in place this complaint procedure to ensure your concerns are both
addressed and resolved.
We promise that in the event you make a complaint to us, we shall be
courteous and respectful in our dealings with you.
A copy of this complaint procedure is available to you for free on request:
please just let us know if you wish us to post or email a copy to you.
We set out below how our complaints procedure works and the steps we ask
you to take if you wish to complain. We
also set out your rights to complain to the Ombudsman, should you not be
satisfied with the outcome of our review of your complaint.
The procedure
1.
Contact us:
Please contact us by email, telephone or post.
Email: customerservices@energygurus.uk
Telephone: 0800 058 4191
Post:
Our customer relations team are available business days 9am to 5pm.
2.
Acknowledgement
We will within two working days of receiving your
complaint send you an acknowledgement.
In doing so we shall inform you of the designated complaint manager who
will deal with your complaint throughout the process. Where possible your designated complaint
manager will be someone other than your previous main point of contact with us.
3.
Additional information or
clarification
Your designated complaint manager may contact you seeking additional
information, documentation or clarification as to issues raised.
4.
Our decision
Within ten working days of the acknowledgement of the complaint, we will
let you know the outcome of our investigation. Should we be unable to let you
have our decision within that ten working day period we update you as to
progress and a revised anticipated date for providing our decision.
5.
Your decision
We ask that within ten working days of you receiving our decision you
let us know whether or not you accept our decision. If you do not accept our decision then it
will be helpful if you say. If you do not accept our decision then it will help
if you provide copies of any additional documents and information that will
assist in our review of the initial investigation.
6. Decision
review
Should you not accept our initial decision and ask us to review that
decision we will carry out a review.
Again we hope to inform you of the outcome of that review within ten
working days of you telling us your decision.
Similar to the initial decision process in the event we do not
anticipate letting you have our decision within ten working days we will update
you as to a revised decision date. We
may also during that decision review again ask you for additional information,
documentation and or clarification of issues raised.
7. Eight-week letter
Whatever stage has been reached in the above process eight weeks after
we first received your complaint we shall send you an eight-week letter. Once you have received that letter you are
entitled to complain to the Ombudsman, more details as to that step are below.
8.
Deadlock letter
If you chose to reject our decision (whether the original decision or a
revised decision) we will send you a deadlock letter. This letter confirms that you have rejected
our decision as to your complaint. Once
you receive this letter you are entitled to complain to the Ombudsman.
The Ombudsman
If you are a microbusiness you are entitled to take your complaint to
the Ombudsman should your complaint not be resolved either eight weeks after
the complaint was first made to us or once you have received a deadlock letter
from us, whichever is sooner.
The Ombudsman is an independent body that decides the outcome of
disputes between us and our microbusiness customers. There is no charge to
you for the Ombudsman’s services.
If you accept the Energy Ombudsman’s decision we must then
honour that decision. You are not though bound to accept the Energy
Ombudsman’s decision and instead may choose to take other action such as
litigation.
The Ombudsman’s contact details:
Email: enquiry@ombudsman-services.org (emails are responded to within five working days)
Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday)
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Website: www.ombudsman-services.org
The Citizens Advice Bureau
If you need independent and practical advice you can also contact the
Citizens Advice Bureau. This service gives you free, confidential and impartial
advice.
Website: www.citizensadvice.org.uk
