Complaints Procedure

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.

We aim to handle complaints quickly, effectively, and in a fair and honest way, and we treat all complaints in confidence. Every customer raising a complaint will be treated with courtesy and respect throughout the process.

How to make a complaint

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

How we handle complaints

Our complaint handling process follows five stages:

Stage 1 — Acknowledgement (within 24 hours)

We will acknowledge your complaint within 24 hours of receiving it and provide the name and direct contact details of the person investigating it. If the investigating handler changes at any point, we will notify you.

Stage 2 — Initial assessment (within 5 working days)

If you call us, our customer service advisors will try to assist with your complaint straight away. Where a complaint cannot be resolved immediately, we will open a formal investigation and, within 5 working days of acknowledgement, confirm to you what we understand the complaint to be, what we intend to investigate, and an expected timeframe for resolution.

Stage 3 — Investigation (ongoing, with updates at least every 10 working days)

We will keep you informed about the progress of the investigation throughout, providing a progress update at least every 10 working days until it concludes, even where there is nothing new to report.

Stage 4 — Outcome and resolution (within 8 weeks)

Once the investigation is finished, we will inform you of the outcome and write to you with details of our findings, any action we have taken, and our decision on how we propose to resolve your complaint. We aim to resolve all complaints within 8 weeks of receipt, unless we agree a different timescale with you. Your complaint is classed as resolved when we mutually agree that we have addressed all your issues.

Stage 5 — If we cannot resolve your complaint

If we cannot resolve your complaint within 8 weeks, or we cannot reach an agreeable outcome, we will issue you with a "deadlock letter" or a letter detailing our final position, along with your right to escalate (see below).

How we may resolve your complaint

There are a few things we may do to resolve your complaint.

We may provide you with an explanation of what went wrong and/or offer an apology. We may offer a gesture of goodwill payment or compensation. We may also take some other practical action to correct the issue, or provide any combination of the above.

If you are not happy with the outcome

If we cannot resolve your complaint within 8 weeks, or we cannot reach an agreeable outcome, we will issue you with a “deadlock letter” or a letter detailing our final position.

If you are a micro or small business customer, you will then have the right to refer your complaint to the Energy Ombudsman. This service is completely impartial and free of charge to you.

The Energy Ombudsman can be contacted as per the details below:

Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org