Greener Power Scotland Limited Complaints Handling Policy
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it by emailing your complaint to support@greener-power.co.uk
What happens next?
1. We will send you an email acknowledging receipt of your complaint within one week of receiving it, enclosing a copy of any correspondence we hold relating to your complaint, we would ask that you supply us with any correspondence you have backing up your complaint. We have 8 weeks from receiving your letter to resolve your complaint.
2. Your complaint will be investigated by one of our directors, they will review your complaint and speak with the agent/affiliate/broker who processed your contract.
3. After the review has been completed you will be invited to a meeting in person or virtually to discuss our findings and hopefully a resolve your complaint.
4. Within one week of the meeting, we will email you to confirm if any resolution has been agreed or what further actions have been agreed with you.
5. Should we fail to resolve your complaint in 8 weeks or if you are unhappy with the way we have dealt with your complaint in this time we will issue you with a deadlock letter outlining our final position you then can register your complaint the Ombudsman Services
6. The Energy Broker ADR Scheme is free and a totally independent set up by Ofgem to resolve complaints from microbusinesses.
7. Greener Power Scotland Ltd are a member of the scheme and will adhere to their findings.
Ombudsman Services: Energy
PO Box 966,
Warrington WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
