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.
HOW TO MAKE A COMPLAINT
Please contact us in one of the following ways.
By Phone: 01923 854770
By Email: firstname.lastname@example.org
By Post: Complaints Department, Focus Assured Services Ltd, 8 Beaumont Gate, Shenley Hill, Radlett, WD7 7AR
HOW WE HANDLE COMPLAINTS
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 8 weeks, 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.
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 business customer, you will then have the right to refer your complaint to the Ombudsman Services for Energy. This service is completely impartial and free of charge to you.
The Ombudsman Services can be contacted as per the details below.
Post: Energy, PO Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624