Utilities Complaints Procedure
We understand that things can sometimes go wrong, and in recognition of that we have produced this 3 Step Utility Complaint Handling Process.
Stage 1
Any customer complaints relating to our products or service should be made in the first instance to the relevant Customer Service Department. We will make all reasonable endeavours to agree a solution by 6pm the following working day.
If we cannot resolve your complaint fully or have not agreed a form of resolution by 6pm the following working day after your first contact, you can request that your complaint is escalated to our Escalations Team. An independent internal review will then be undertaken with the aim to reach a resolution within five working days.
Stage 2
If you remain dissatisfied with the resolution offered by the Escalation Team, any unresolved complaint will be transferred to the Compliance Department who will conduct a detailed investigation of the complaint and provide a written response to you within five working days. The Compliance Department can be contacted as follows:
| Address: |
The Compliance Department Economy Gas Ltd No. 1 Dovecote, Old Hall Road, Sale M33 2GS Telephone: 0161 946 0333 Facsimile: 0161 946 4445 Email: info@economygas.com |
Stage 3
If you’ve already spoken to us but would like to get some free, confidential and impartial advice on consumer issues you can, at any point, visit www.adviceguide.org.uk or call the Citizen Advice helpline on 08454 04 05 06.
If you consider we have not been able to resolve your complaint to your satisfaction within five working days of escalation to the Compliance Department, or if eight weeks have passed since you first registered your complaint, you can contact Ombudsman Services: Energy. You may be referred back to us if you have not escalated your complaint via our formal complaints process outlined in stages one to three.
Ombudsman Services: Energy will carry out an independent investigation on your behalf. As part of resolving your complaint they may ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation. Any decision they make will be binding on our company, but not on you, so you can seek further advice if you wish to.
How to contact the Ombudsman:
| Address: |
Ombudsman Services: Energy PO Box 730 Warrington WA4 6WU |
Telephone: 0330 440 1614
Textphone: 0330 440 1600
Email: enquiries@os-energy.org
Website: www.ombudsman-services.org
Complaint Handling Regulations
You can read the Complaint Handling Regulations on www.legislation.gov.uk.
