Complaint Handling Policy

UK SME Energy Renewals Limited

UK SME Energy Renewals Ltd is committed to providing the highest levels of service to all our customers. If you are in any way dissatisfied with our [product(s)/service(s)], then please let us know as soon as possible. This will help us to continually improve our service to you.

What to do if you have a complaint

Please contact us via

Phone:  03301136688

Email: info@uk-sme.co.uk

complaints@uk-sme.co.uk

Our complaints procedure

• Complaints can be made by email or telephone
• We will acknowledge receipt of your complaint, using your preferred method of communication, within three working days.
• We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely.
• Complaints should normally be directed to the member of staff with whom you have been dealing, in order to allow them to explain what actions have been taken and to help resolve your concerns. If you prefer, you may ask for the name of their line manager and direct your complaint to them.
• We aim to resolve all customer complaints within 7 days. The length of time will depend on the issues involved. If it is not possible to reach a prompt conclusion, we will contact you with an explanation, and set out expected timescales by which matters should be resolved.
• Any correspondence will be treated in confidence. An exception will be made in the event that a third party is implicated by your complaint, and we need to discuss the details of your issue with them in order to reach a satisfactory conclusion.
• We aim to resolve all our customer complaints internally. If, however, you are not satisfied with the outcome of our complaint’s procedure, then please contact [relevant ombudsman, professional body or other applicable organisation]. The details of the ombudsman can be find below.
• Should you wish to escalate any complaints internally or for complaints against staff, please contact the complaints manager on complaints@uk-sme.co.uk

ANY COMPLAINTS NOT RESOLVED WITHIN 7 DAYS WILL BE ESCALATED TO THE CODE MANAGER

Energy Ombudsman

 If you are not happy with the resolution, we offer you can contact the Energy Ombudsman on the below details for an independent review

Phone lines are open Monday to Friday from 9am until 5pm. Ofgem close at the weekends, bank holidays and between Christmas and New Year.

Phone: 0330 440 1624

Fax: 0330 440 1625

Text phone: 0330 440 1600

Email: enquiry@ombudsman-services.org

Ombudsman Service: Energy

PO BOX 966

Warrington

WA4 9DF

Complaint Handling Procedure

UK SME ENERGY RENEWALS LTD (UKSMEER) COMMITMENT

UK SME Energy Renewals Ltd (UKSMEER) are committed to the highest standards of customer service & customer satisfaction. Complaints from customers are important to us, both to gives us an opportunity to resolve concerns and as a method of improving our practice.

UK SME Energy Renewals Ltd are commiitted to providing the highest standards of customer service. Despite our best efforts, sometimes things do go wrong. When they do, we would like you to tell us so that we can put things as quickly as possible.

If a complaint is not resolved to the customer’s satisfaction, they have the right to refer the matter to the Energy Ombudsman.

Making a complaint

If a customer is concerned about the service provided by UKSMEER, they should contact the complaints department, as described at the end of this leaflet. They will allocate the complaint investigation to an appropriate manager.

It will help us respond to your complaint if you tell us:

• What happened, date of incident & where it happened
• What you think has gone wrong
• What you would like us to do about it
• A day time telephone number
• The address and postcode to which we should send a reply

Our response

If you make a complaint, we will:

• Investigate the matter honestly, thoroughly and promptly
• Deal with it impartially & fairly
• Try to resolve your complaint, as far as we can
•  Use the lessons we learn to improve our service

If we are at fault, we will accept responsibility. We will tell you what we can do to put things right & tell you what we can do to stop similar problems occurring in the future. Otherwise we will explain why we feel the complaint is not justified.

Timescales

We aim to be able to resolve your complaint within 7 days. If your complaint is not resolved within 7 days, the matter will be passed to the Operations Manager for a resolution. We intend to resolve your complaint within 8 weeks.

If you indicate that you are unhappy with a proposed or stated solution arising out of this process we will issue a Deadlock Letter to you, allowing you to refer the matter to the Energy Ombudsman.

Communication

We will deal with your complaint, in person, by telephone, or in writing. Communication will be the as preferred by the customer and which is practicable in the circumstances. If we meet you in person, or have contact by telephone, we will confirm our position to you in writing.

Resolution Process

The resolution of your complaint is free of charge. You do not have to accept any proposal to resolve your complaint. Making use of this complaints process, does not prevent you from proceeding to Law, should you wish to do so.

If you wish to raise a complaint with UKSMEER, please contact:-

Complaints Department

Email: complaints@uk-sme.co.uk

Tel: 03301136688

The Energy Ombudsman can be contacted by the following methods:-

Phone: 0330 440 1624,

Email: enquiry@ombudsman-services.org

Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

If we’re not able to resolve your complaint directly, then you’re welcome to contact Ombudsman
Services. We subscribe to their Alternative Dispute Resolution scheme, so that customers have access to
their free and impartial dispute resolution service. For more information please visit www.ombudsmanservices.org.

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