Energy Customer Complaint Procedure

Objective:

To help ensure that customers’ complaints are dealt with effectively, professionally and reviewed to prevent the complaint from reoccurring.

Scope:

To cover all areas where we come into contact with, or carry out work for, prospective or existing customers.

Procedure:

When we receive a customer complaint a F11 – Customer Complaint Form shall be completed.

This will be passed to the relevant person who should ensure that the details of the complaint have been entered on the R06 – Customer Complaint Record.

The process will include the following:

• F11 – Customer Complaint Form raised and passed to relevant person.
• Details of the complaint shall be transferred to the R06 – Customer Complaint Record.
• The person dealing with the complaint will consider the details of the complaint and report the findings clearly to the customer within 7 working days of receiving the complaint.
• Where appropriate we will arrange to inspect the customer’s system within 7 days of receiving the complaint and within twenty-four hours of receiving the complaint where a domestic customer is without heating or hot water as a result of the situation that has led to the complaint;
• The person dealing with the complaint will attempt to find an agreed course of action to resolve the complaint speedily and effectively to the customer’s satisfaction;
• Where the timescales for any agreed actions cannot be met, the customer shall be kept fully informed of the reasons for the delay and new timescales agreed;
• Where we are not able to resolve the complaints the customer shall be informed that they should direct their complaint to the Ombudsman Services;
• Where a complaint is referred to the Ombudsman Services we will co-operate with any correspondence and mediation being carried out between ourselves and the customer;
• Full details on the progress and outcome of the complaint should be detailed on the R06 – Customer Complaint Record;
• Any required corrective or preventive actions should be transferred to the R02 – Corrective and Preventive Action Record; The details of the complaint and the outcomes will be reviewed during the next Internal Review Meeting.
• We maintain detailed records of each complaint, including the complainant's details, the nature of the complaint, actions taken, and the final outcome. This helps us continuously improve our services.

Complaint Escalation:

Where a customer feels the complaint has not been resolved for more than 8 weeks or to satisfied outcome, they should contact the Ombudsman Services (contact details below). The Ombudsman Services are impartial and free for customers to use.

Complaint Outcome:

All customers making a complaint will be treated with courtesy and respect throughout the process.

The outcome of a complaint will vary depending on the circumstances and method of resolution. Potential method of resolution may involve apologising, attending site to correct the issue, making a goodwill gesture or giving compensation.

Aura Complaint Contact Method:

Complaints can be received in person, in writing (post or email) or via a phone call

Ombudsmen Contact Information: