COMPLAINTS PROCESS
We value all our customers feedback, and we want to ensure we are doing things right by you, we have a complaints procedure in place. It provides a documented approach on how we handle complaints and ensures a consistent approach is taken to each issue raised.
It allows us to monitor the smooth running of the process when dealing with the issues raised and provide internal feedback when needed for training and quality issues.
WHAT CAN YOU EXPECT?
We will deal with your issue fairly, thoroughly and precisely. If we do make a mistake you will be entitled to one or a mixture of the following:
- An apology.
- A detailed explanation of our findings.
- Details of any actions we have taken to put things right for you.
HOW DO I GET IN TOUCH TO MAKE A COMPLAINT?
Email: complaints@arbeiaenergy.co.uk
Address: F.A.O Complaints – Norden House, 41 Stowell Street, Newcastle Upon Tyne, United Kingdom, NE1 4YB
HOW TO MAKE A COMPLAINT?
You can make a complaint in writing or via email at the address above. If you are writing or emailing us, please provide the best telephone number for us to contact you on, and your most suitable mail address. If you have contact preferences, please make us aware in your communications.
WHAT HAPPENS NEXT?
We will confirm your complaint has been received within 3 working days and provide you with a unique reference number, this is what you will quote to us when dealing with your issue. Once we have acknowledged receipt of your complaint, we will carry out an in-depth investigation within 7 working days and we will contact you once this is complete. In some cases, the issue may take longer to investigate and resolve and if so, we will be in touch with you. Once resolved we will provide you with an outcome and we will then close the complaint. If we do not receive any response from you, your complaint will automatically be closed after 28 days.
STILL NOT HAPPY WITH THE OUTCOME?
If you are unhappy with the resolution of the complaint you can appeal this with us. You have 28 days from the date of your closure letter to appeal in writing and this will be reviewed internally. We will then contact you with the outcome.
If in the unlikely circumstance we cannot resolve your complaint directly, or if the complaint remains unresolved for more than 8 weeks, we will provide you with a Deadlock Letter and you can escalate your complaint to the Ombudsman Services. The Ombudsman Services offer free, impartial advice to customers. Their contact details are here:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624