Customer Complaints Policy
Introduction
At Certas Energy UK Ltd we strive to offer excellent customer service to all customers, at all times. However, we recognise that on occasions we may not live up to our high standards. To ensure we deal with any concerns you may have as effectively as possible we have produced our Complaints Procedure. All complaints will be dealt with and investigated in a considered and timely manner. The information will be handled sensitively and in line with any data protection requirements.
Aims of our complaints procedure
Our Complaints Procedure aims to:
1. Provide a fair and simple complaints procedure.
2. Publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
3. Make sure everyone in our business knows what to do if a complaint is received.
4. Make sure all complaints are investigated fairly and in a timely manner.
5. Make sure that complaints are, wherever possible, resolved and that relationships are repaired.
6. Gather information which helps us to improve what we do.
| Contact us via post | Contact us via telephone | Contact us via email |
|---|---|---|
| Customer Relations, Certas Energy UK LTD, First Floor, Allday House, Warrington Road, Birchwood, WA3 6GR | 0330 1236771 or 0330 1232696 | Customer.Relations@certasenergy.co.uk |
Our complaints procedure
Step 1
We will always look to resolve your complaint at the first point of contact. The person answering your call will attempt to resolve matters with you whilst you are on the phone. However, if necessary, your complaint will be escalated to a manager. If a letter, email or customer contact form via our website is sent to our head office or a sales depot, the relevant staff member will aim to acknowledge receipt within two working days and aim to resolve your complaint within five working days.
Step 2
We would like to resolve your complaint at Step 1. However, if you do not receive a satisfactory response then you can raise the issue with our Senior Customer Relations Manager, who can be reached Via post: Aileen Till Certas Energy UK Ltd, First Floor, Allday House, Warrington WA3 6XG
Via email: Customer.Relations@certasenergy.co.uk. A response will be sent in writing via letter or email to acknowledge the complaint and indicate when you can expect a reply. An internal review team will aim to reach a resolution on the complaint within 15 working days.
Step 3
If you haven’t received a satisfactory response when you have raised the complaint via Step 2 you can contact the Consumer Dispute Resolution Limited (CDRL). Please find their details below:
CDRL
Registered Office
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW
Details on CDRL can be found at www.cdrl.org.uk/contact
