Energy providers - Service expectations not met
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Lets you know when to escalate your complaint
If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
If you find a member of staff to be rude or impolite, or if they don't meet your expectations in any other way, you should raise the issue in person as soon as you can. If you feel this is too uncomfortable or it is the manager that you have an issue with then you can use Resolver to raise the complaint to the energy provider.You should know
- If you want to change any personal details, contact your supplier via Resolver, and inform them of the change as soon as possible
- Once you have submitted your information to the energy company, they should acknowledge your case with 14 days
- Be clear and focused when you raise an issue. Explain clearly what happened and what you want to achieve.
- All energy companies have to meet high standards of service, set by industry watchdog Ofgem.
- If you are unhappy with any outcome you have the right to take your case to the Energy Ombudsman (Ombudsman Services) for independent assessment. Resolver will remind you when you can escalate your case.
Once you have submitted your information to the energy company, they should acknowledge your case with 14 days. Ensure you keep a copy of all communications. Resolver automatically does this for you.
What if you cannot resolve the issue?
After eight weeks you can send the case to Ombudsman Services for the big six energy providers (British Gas, EDF, Scottish Power, e.on, Scottish Southern Energy (SSE) and npower), as well as smaller supliers. The Ombudsman Service will independently investigate your case, and resolver will you remind you when you can send your case over to the Energy Ombudsman. The exception is if the energy company sends you a 'deadlock letter' - then you can send your case file to the Ombudsman immediately.
You can still take your energy company to court if you still do not agree with the outcome but only use this as a last resort.
If you need to submit your issue you can use Resolver for free
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