Making
a complaint
We know it can be frustrating and disappointing if our service isn’t as good as it should be. We always try to do our best for you, but if things do go wrong, it’s important that you let us know so we can put it right quickly and smoothly.
How you can complain
You can log your complaint in the following ways:
By telephone: 02920 100346.
This is the most effective way as we’ll aim to resolve your complaint there and then.
Send us a contact form
Chat to us live online
By post: Metropolitan, Driscoll 2, Ellen Street, Cardiff, CF10 4BP.
We’re here to help
However you contact us, we aim to resolve all complaints within 10 working days.
If English isn’t your first language, we’ll always look for options to help the communication between us. This may mean it takes a little longer to resolve your questions.
Our responsibilities
If you’re unhappy with our service, we promise:
- We’ll get back to you within 10 working days
- We’ll pause any steps we’ we’re taking to recover an outstanding balance, if your complaint is regarding our billing
- We’ll use any feedback to try and improve our service
- We’ll thoroughly investigate your complaint to determine what’s happened
- We’ll identify what the problem is and what caused it
- We’ll find out how we can resolve the problem
- We’ll determine if there’s any action we could take to prevent the problem happening again
- We’ll let you know if any Guaranteed Standards of Service or compensation payment is due
- We’ll say sorry if we made a mistake and explain what went wrong
- If your complaint was caused by a company policy, we’ll explain it to you
- We’ll let you know how to escalate your concerns if you’re not satisfied with how we’ve dealt with your complaint
Our Complaints Process
1
Let us know as soon as possible if you’re unhappy with our service. We aim to get back to you, in the most appropriate way, within 10 working days. If your complaint needs more investigation, it may take a little longer than 10 working days. If this is the case, we’ll always try to reduce the effect the problem has in the short term and keep you informed of any action we take for the future.
2
If we’re unable to resolve your complaint, we’ll escalate it within the company. You can ask for a manager to review your complaint at any time if our advisor hasn’t been able to help and hasn’t already offered to pass things to a manager. If we can’t settle your complaint, we’ll explain our final position. In some cases, we may send you a “deadlock” letter. This means there’s no more we can do for you. Alternatively, you can request a deadlock letter from our team.
3
If steps one and two have been followed and you’re still unhappy, and we’ve sent you a deadlock letter, or eight weeks have passed since we’ve received your complaint, you can send your complaint for free and independent review by the Energy Ombudsman. However, the Energy Ombudsman will only help resolve cases that have not been put right through our established complaints process.
The Energy Ombudsman
If you’re not satisfied with how we’ve dealt with your complaint, you can contact the Energy Ombudsman, a free and independent agency that can help.
Telephone: 0330 440 1624
Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org
In writing: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF