Green deal - My complaint has not been responded to

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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 complaint has not been responded to then it is important that you keep a record of all communications to date if you can and all future communications. In order to give your supplier a chance to respond you should write to their customer services department setting out your original complaint and also setting out the fact that you have not received a response to this complaint. Green Deal Providers have a number of responsibilities when dealing with complainants (set out below). If one of these has been breached you should include this within your letter of complaint and ask for compensation for this breach. ??In the unlikely event that you do not receive an adequate response to either your original complaint or to any complaint about tardiness then after 8 weeks for the key energy suppliers and 12 weeks for the smaller suppliers you can send your case file to the Ombudsman to assess your complaint and help you resolve the issue.

Resolver recommends that you submit your concern in writing and we can assist you in all aspects of your complaint; formulating letters, recording dialogues, and reminding you when and who to escalate to.
There is a Code of Practice which sets out requirements designed to ensure that all Green Deal Participants and Certification Bodies:

• operate fairly and transparently;
• deliver good customer service;
• have appropriate levels of training;
• and provide appropriate redress mechanisms for customers.

Green Deal Participants and Certification Bodies must ensure that a copy of this Code of Practice is made available, free of charge, to anyone who requests it. This should help you to understand your specific rights if something goes wrong.

A copy can be found here:

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Helping you with My complaint has not been responded to

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