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Complaints Handling Policy

Micro-Business 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 are dedicated 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 customers 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 Nationwide Energy Consultants, they should contact the Operations Director, 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 Director 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 Nationwide, please contact :-

Gerry O’Hara,
Operations Director
Nationwide Energy Consultants
19 Ptarmigan Place
Attleborough Fields
Nuneaton
CV11 6RX

Email: gerry.ohara@nationwide-energy.co.uk

Tel: 02476 328995

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