Complaints Policy
Additional Information
At Powerwise UK, we are committed to delivering high-quality energy consultancy services and ensuring customer satisfaction. However, we recognize that there may be instances where our services fall short of your expectations. We value your feedback and are dedicated to addressing any concerns you may have. This Complaints Policy outlines our procedures for handling and resolving complaints in a fair and timely manner.
1. Submission of Complaints
If you have a complaint about our services, you can submit it in one of the following ways:
- Email: Send an email to complaints@powerwise.uk
- Phone: 0333 118 9848
- In Writing: Send a letter to Bartle House, 9 Oxford Court, Manchester, M2 3WQ.
2. Complaint Handling Process
We follow a structured process to address and resolve complaints:
Step 1: Acknowledgment Upon receiving your complaint, we will acknowledge it within 5 business days. This acknowledgment will include the name of the person handling your complaint and an estimated timeframe for resolution.
Step 2: Investigation We will thoroughly investigate your complaint, considering all relevant information and evidence. This may involve reviewing records, communicating with involved parties, and examining the circumstances surrounding the complaint.
Step 3: Response Once the investigation is complete, we will provide you with a written response detailing our findings and proposed resolution. We aim to provide this response within 5 business days from the acknowledgment of your complaint.
Step 4: Resolution If your complaint is upheld, we will take appropriate steps to address the issue and implement necessary corrective actions. We will also discuss any compensation or remedies that may be applicable.
Step 5: Appeal If you are dissatisfied with our initial response, you have the right to appeal. Please notify us within 10 business days of receiving our response, and your complaint will be reviewed by a higher-level management representative.
3. Timelines
We strive to resolve complaints as quickly as possible. However, the complexity of the issue and the need for a thorough investigation may impact the timeline. We will keep you informed of any delays and provide regular updates on the progress of your complaint.
4. Confidentiality
All complaints and related information will be treated confidentially and only shared with individuals directly involved in the complaint resolution process.
5. Feedback and Continuous Improvement
We value your feedback and take every complaint seriously. Each complaint is an opportunity for us to learn, improve our services, and prevent similar issues in the future. Your input helps us refine our processes and enhance customer satisfaction.
6. Contact Information
For submitting complaints or inquiries related to our Complaints Policy, please contact us at:
Email: complaints@powerwise.uk
Phone: 0330 118 9848
Postal Address: Bartle House, 9 Oxford Court, Manchester, M2 3WQ .
7. Monitoring and Review
We regularly review and update our Complaints Policy to ensure its effectiveness and compliance with evolving best practices and regulations.
8. Escalation to Energy Ombudsman
If after eight weeks you are dissatisfied with our handling of your complaint you are entitled to raise the matter with the energy ombudsman. They can be contacted by going to the following address: https://www.energyombudsman.org/raise-dispute
