Stage one
You should raise your complaint by emailing full details with any additional information you feel is appropriate to [email protected].Once this is received, your complaint will be acknowledged within 3 working days. Your complaint will then be passed to an appropriate person who has the relevant experience to consider your complaint.
Following a thorough investigation, we will provide you with a response and outcome within 5 working days from the date of acknowledgement (i.e., a maximum of 8 working days from when we receive your complaint). The appropriate Department Team Leader will clearly set out the steps we took to investigate your complaint along with our views and reasons for the outcome. We will also indicate your right to request that your complaint is moved to stage two if you are not satisfied with our response.
Stage two
Should you not be satisfied with the complaint outcome of stage one, you have the right to escalate your complaint to stage two. To do so, you should contact our Customer Support Team within 10 working days of receiving the outcome of stage one with details of your dissatisfaction with that complaint outcome, any relevant evidence or supporting documents and details of your desired outcome.
Your complaint will then be escalated to our Quality Assurance Team, who will review all details of your complaint along with the previous outcome. We will aim to review, consider and respond to you within 5 working days of us receiving your escalated complaint.
Final stage
Hopefully we’ll be able to resolve your issue before this point. However, if having followed all previous stages of our Complaint Policy, you remain dissatisfied with the outcome of your complaint, you can ask to have your complaint reviewed by Senior Management. You should contact our Customer Support Team within 10 working days of receiving the outcome of stage two with a full explanation of your dissatisfaction with the previous complaint outcomes, any relevant evidence or supporting documents and details of your desired outcome.
Your complaint will then be reviewed by a member of our Senior Management, and you will be provided with our final business response within 7 working days of us receiving your request for review.
Extending time limits
We aim to address all complaints within the timescales above; however, if a complaint is particularly complex, it may occasionally be necessary to extend the time limit. If this is the case, we will keep you informed of the progress of the investigation, the reasons for the delay, and the new timescale.
Further support
If you have a complaint about how we protect or use your personal data, you can contact the Information Commissioner’s Office (ICO) (www.ico.org.uk), the UK data protection regulator, at any time at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. We would, however, appreciate the chance to deal with your concerns before you approach the ICO.
For more detailed information on your rights in relation to a complaint, you could visit the Citizens Advice website (www.citizensadvice.org.uk) or call Citizens Advice on 0808 223 1133.
You can, at any time (and regardless of whether you have complained to us), contact the entity who supplies any utility (e.g. electricity, gas, water, internet, or television licence) to your house (known as the “Principal Provider” in our terms and conditions). If, you have a complaint about the supplier of your gas and electricity, you may refer it for free to the Energy Ombudsman at www.energyombudsman.org.
Our complaints policy may change from time to time. Please regularly refer back to this page to check our most up to date position.