Customer Care Procedure
Nationwide Energy Consultants Commitment
Nationwide Energy Consultants 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.
The staff of Nationwide Energy Consultants provide 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 customers satisfaction, they have the right to refer the matter to the Utilities Intermediaries Association (UIA) who are impartial and are free for customers to use.
Making a complaint
If a customer is concerned about the service provided by Nationwide Energy Consultants, they should contact the Operations Director:-
Nationwide Energy Consultants
19 Ptarmigan Place
Tel: 02476 328995
Who 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 daytime telephone number and email address
- The address and postcode to which we should send a reply
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.
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 Director for a resolution. We intend to resolve your complaint within 8 weeks.
If your complaint is about our energy services, and you are not satisfied with our response, or the deadline is exceeded, you can register your complaint with the UIA for free via the website or by email, telephone or post.
Please advise them if you have a preferred means of communication. They will contact you in whichever medium you prefer and provide you with a case number which can be used by you to track progress of your complaint.
As mentioned earlier the UIA is impartial and the service is free to use for customers.
We will deal with your complaint, in person, by telephone, or in writing. Communication will be 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.
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 about the way Nationwide Energy Consultants has dealt with your complaint, please contact the UIA who can be contacted by the following methods:-
To access their complaints process and form please use https://uia.org.uk/uia-complaint-form/
P.O. Box 355
Kent TN2 9ED
By Telephone:- 01580 879777