Complaints Procedure
Introduction
We aim to provide a first-class service for all our customers. However, we recognise that occasionally Complaints will be received from time to time and should that happen, UK Power Direct Limited will deal with your complaint in a fair and constructive manner, as part of our professional Complaint handling process.
We promise that in the event you make a complaint to us we shall be courteous and be respectful in our dealings with you. We believe this process will provide feedback and create an opportunity to learn and therefore assist our aim for better standards of service to you, our clients.
Please find below how our complaint procedure works and the steps we ask you to take if you wish to complain. We also explain your rights to complain to the Ombudsman, should you not be satisfied with the outcome of our review of your complaint.Contact us
Complaints should be sent by letter to:
51 London Road Pakefield, Lowestoft, Suffolk. NR33 7AB
or by email to: steve@ukpowerdirect.co.uk, who will acknowledge receipt and provide the contact details of the person responsible for resolving your complaint. We will endeavour to resolve your complaint as soon as possible; however, we may need to carry out investigations which may take longer.Acknowledgement
We will within two working days of receiving your complaint send you an acknowledgement. In doing so we shall inform you of the designated complaint manager who will deal with your complaint throughout the process.
Our decision
We will aim to resolve your complaint within 10 days but should this take longer we will send you an update within this timescale.
Where the complaint, in whole or in part, concerns the contract between you and your Supplier, UK Power Direct Limited will advise the Supplier of your complaint within 24 hours. An acknowledgement of this action will be sent to you.
We will record your complaint and all communication associated with it; we will also track the time your complaint has been opened. The complaints handling process covers all communications mediums with our customers, including email, phone, and any correspondence sent to and from our address: 51 London Road Pakefield, Lowestoft, Suffolk. NR33 7AB
We may seek to resolve your complaint by making apology to you, making a gesture of goodwill or by giving compensation.Your decision
We ask that within ten working days of you receiving our decision you let us know whether or not you accept our decision. If you do not accept our decision, then it will be helpful if you say. If you do not accept our decision, then it will help if you provide copies of any additional documents and information that will assist in our review of the initial investigation.
Review
If you are still not satisfied with the response you receive, you can contact the MD of UK Power Direct Limited by calling 07720543268, or write to us at Complaints, UK Power Direct Limited, 51 London Road Pakefield, Lowestoft, Suffolk. NR33 7AB. Again, we hope to inform you of the outcome of that review within ten working days of you telling us your decision.
Eight-week letter
If after 8 weeks you are still not satisfied with the outcome of your complaint, you can raise your complaint to Ombudsman Services. Ombudsman Services is available for when a complaint has been unresolved for more than 8 weeks or has reached deadlock.
The Ombudsman
The Ombudsman is an independent body that decides the outcome of disputes between us and our microbusiness customers. There is no charge to you for the Ombudsman’s services. Ombudsman Services are completely impartial.
The Ombudsman’s contact details:
Email: enquiry@ombudsman-services.org (emails are responded to within five working days) Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday) Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF Website: www.ombudsman-services.orgThe Citizens Advice Bureau
If you need independent and practical advice you can also contact the Citizens Advice Bureau. This service gives you free, confidential and impartial advice. Website: www.citizensadvice.org.uk
On-going training - UK Power Direct Limited is responsible for making sure all their representatives are fully trained on their complaints and escalation procedures.