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ENERGY ADVICE LINE LIMITED CUSTOMER COMPLAINT HANDLING PROCDURE

Where unfortunately the customer feels that the level of service received from Energy Advice Line (EAL) has not met with their expectations, we will require the following steps to be followed:

  1. A direct conversation with a member of the management team at EAL to establish the reason for the complaint and try and rectify the situation as soon as possible.

  2. If the complaint cannot be rectified at step 1, we will ask that the customer formalises the complaint and sends in writing by either post or email.

Please send all post to:

Customer Service Team Energy Advice Line Limited

Suite A, 2nd Floor Burlington House Bournemouth

BH1 2HZ

Please send an email to:

customer.service@energyadviceline.org.uk

On receipt of the formal complaint from the customer the following process will apply:

Acknowledgement of the Formal Complaint

A member of the management team will formally acknowledge receipt of the complaint in writing and send to the client by email (or post where no email address has been given to EAL) within the following timescales:

  • Email – An acknowledgment sent no longer than 24 hours after receipt by EAL

  • Post – An acknowledgment sent by 1st class mail no longer than 24 hours after receipt by EAL

Detailed Step by Step Response Regarding the Formal Complaint

  1. An internal audit will be undertaken immediately.

  2. A company director from EAL will write a detailed response to the client with an explanation of what is being done to resolve the complaint raised by the client. EAL will always look to resolve the complaint and respect the customers position at all times.

  3. The detailed response will be sent to the client within 5 business days of the complaint being received by EAL. The EAL company directors’ direct dial telephone number and email address will be detailed on the correspondence.

  4. If the complaint cannot be resolved between EAL and the customer and it reaches “Deadlock” or no resolution can be reached after 8 weeks of EAL formally acknowledging the complaint the customer will be offered the opportunity of escalating the complaint to Ombudsman Services. Ombudsman Services in an impartial not for profit organisation that is free for customers to use. They can be contacted as follows:

    1. Website: www.ombudsman-services.org

b. Telephone: 0330 440 1624

  1. Email: enquiry@ombudsman-services.org

  2. Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

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