Complaint Handling Procedure for Connect It Energy
At Connect It Energy, we are committed to providing our clients with the highest level of customer service. If, at any time, you have a complaint or issue, we want to hear from you. This guide outlines our complaint handling procedure and provides the necessary information to help resolve any issues you may have.
Making a Complaint
If you have a complaint, please reach out to us via any of the following channels:
Email: complaintscie@hotmail.com
Post:
Connect It Energy
Rosehill Business Centre
Normanton Road
Derby
DE23 6RH
Our complaint handling procedure also available on our website:
Or it can be requested for free via email or post.
Steps in the Complaint Handling Process
1. Receiving the Complaint: We will acknowledge receipt of your complaint within 2 weeks.
2. Investigating the Complaint: We will investigate the matter and determine the best course of action to resolve it. This may involve gathering additional information or speaking with the relevant parties.
3. Resolving the Complaint: We will do our best to resolve the complaint to your satisfaction within 8 weeks. If resolution cannot be achieved, we will escalate the complaint to the Ombudsman Services Energy Broker ADR Scheme.
4. Communicating the Resolution: We will communicate the resolution of your complaint to you in writing.
5. Keeping a Record: We will keep a record of your complaint, including all relevant details such as dates and outcome.
Expectations Around Timescales
We aim to resolve complaints within 6 weeks. However, some issues may require additional time to resolve with a maximum time of 8 weeks. If this is the case, we will keep you informed of the progress of the investigation.
Escalating to Ombudsman Services
If we are unable to resolve your complaint directly, or if it has been unresolved for more than eight weeks, you may escalate the complaint to Ombudsman Services Energy Broker ADR Scheme. They can be reached at:
Post:
Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsmanservices.org
Ombudsman Services is impartial and free for our clients to use.
Commitment to Continuous Improvement
We are committed to continuously improving our customer service. If there is any aspect of our complaint handling procedure that you believe could be improved, please let us know.
Resolving ComplaintsOur goal is to resolve complaints to your satisfaction. This may involve apologising, making a goodwill gesture, or providing compensation, depending on the circumstances.
Accessibility
Our complaint handling procedure is accessible by phone, in person, or in writing, including by email. We will treat all complaints with courtesy and respect.
Thank you for choosing Connect It Energy as your energy broker. We value your business and appreciate the opportunity to serve you.