We always aim to provide a high standard of service to all our customers. Your views are important to us and help us to ensure that we are constantly improving our service to you. If you are unhappy with any of our services, it is important that you let us know.

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WHAT IS A COMPLAINT

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A complaint is contact from a customer who is not happy with our service. Complaints can be raised by phone, e-mail or letter.

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MAKING A COMPLAINT

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We aim to handle complaints quickly, effectively and in a fair and honest way and we treat all complaints in confidence. We will contact you within 24 hours from receiving a complaint to acknowledge receipt. A case will be raised and the process will begin.

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HOW TO MAKE A COMPLAINT

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Please contact us in one of the following ways.

By Phone: 01923 854770
By Email: complaints@focusassured.com
By Post: Complaints Department, Focus Assured Services Ltd, 8 Beaumont Gate, Shenley Hill, Radlett, WD7 7AR

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HOW WE HANDLE COMPLAINTS

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We will acknowledge any complaint within 24 hours and give you the name and contact details of the person investigating it. If this changes at any point, during the investigation, we will notify you.

If you call us, our customer service advisors will try to assist with your complaint straight away. If we are not able to resolve your complaint immediately, we will start an investigation. We will keep you informed about the progress of the investigation at all times.

Once the investigation is finished, we will inform you of the outcome and write to you with details of our findings, any action we may have taken and our decision on how we propose to resolve your complaint.

We aim to resolve all complaints within 28 working days, unless we agree a different time scale with you.

Your complaint is classed as resolved when we mutually agree that we have addressed all your issues.

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IF YOU ARE NOT HAPPY WITH THE OUTCOME

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If you are a micro business and we haven’t resolved your complain within 8 weeks or we cannot reach an agreeable outcome, we will write to you and let you know.

You have the right to refer your complaint to the Ombudsman Services for Energy.

Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF
Phone: 0330 440 1624 | 0330 440 1600 (textphone)
Email: osenquiries@os-energy.org
Web: ombudsman-services.org/energy