At Welcome Energy we are committed to offering the very best in customer service. However, we recognise that sometimes things go wrong. This policy shows how a complaint is handled and responded to, if you happen to have a cause to complain to us. Our team is trained to offer the best possible customer service and will do their best to help you and answer any complaint you may have. We aim to respond to any complaint by the end of the following working day from submission, with more complex issues taking up to 28 days to be resolved. We may have to contact other companies or agencies to answer some aspects of your complaint. Independent help and advice is available at any point from the Citizens Advice consumer service – www.citizensadvice.org.uk.
When you contact us with a problem, one of our billing staff will attempt to resolve matters with you whilst you are on the phone. However, if the matter requires checking that will take more than a few minutes we will take your details, assign a complaint reference and respond with an update by the end of the following working day. If you write to us with a problem please provide your full contact details so that we can contact you by phone to help with any investigation and resolution. If we cannot resolve the complaint within seven (7) working days, or you are not happy with the outcome we will pass the complaint to the head of customer services or billing manager to review.
Following Step 1, if the complaint has not been resolved to your satisfaction we will pass the matter to our head of customer services or billing manager who will undertake an internal review and aim to reach a resolution within five (5) working days. If we require further information from other agencies or companies to answer your complaint that takes the complaint resolution past seven (7) days we will update you as to the expected resolution date, if information is still outstanding at twenty-one (21) working days we will complete an interim written response to you with our findings to date.
A final complaint response will be issued within or at twenty-eight (28) working days from date of receipt stating the findings and outcome of the complaint. Free independent help and advice at any stage of your complaint. Visit the Citizens Advice website at www.citizensadvice.org.uk or contact them on 03454 040 506 for up to date information, help and advice.