Customer Services Charter

East London Energy recognises that our customers have the right to expect a fair, efficient and polite service which meets their needs.

 

We have put a lot of effort into achieving this and are committed to making sure that all our people keep to the principles of high-quality customer service.

 

This Customer Services Charter sets out the standards of service we aim to provide. It also provides information on how you can give us feedback on your experience of doing business with us.

 

Please tell us what you think.

Treat you with respect, honesty and fairness

Make sure that our people use plain language and that they are properly trained

Deliver what we promise

Strive to exceed your expectations

Be cost conscious and efficient

Listen to your feedback and act on it

Regularly review and improve our service

Deal with your enquiry sensitively and confidentially

 

Customer  Feedback

If you want to give us feedback, you should do the following:

  • Write to, phone or e-mail the person whose contact details you were given when you used our services. Alternatively, you can send your feedback directly via our website;
  • Please let us know if you want to comment on our performance, suggest new or better standards or provide feedback on any part of our service.

 

If you are making a complaint please provide the following information when you contact us so that we can record your complaint in a proper manner:

  • Provide your full name, address, telephone number and account number when contacting us via email, and if you phone us, please write down the customer service advisor’s name you speak to, the time and the date for the future reference;
  • Communicate clearly what the complaint is about and what are your expectations regarding the resolution of your complaint;
  • If you need to, you can nominate someone to deal with your complaint. We will deal with the representative as if your representative was our customer. All communications usually addressed to you relating to the complaint will be addressed to the representative directly using the contact details you provide. Please complete the Letter of Authority, available on our website, in order to nominate your representative.

 

When dealing with complaints, we will do the following:

  • Give you a receipt within one working day after you have recorded your compliant making sure that we have recorded you complaint correctly. The receipt will include a reference number and our contact details if you require further assistance. We will do our best to send you a full reply within ten (10) working days or twenty (20) working days where a visit or third party enquiries are required. However, if we cannot provide a full response because a site visit is required, we will provide will let you know within ten (10) working days;
  • Allocate your complaint the most appropriate person who can investigate your case and respond to you promptly. We will respond in writing, clearly stating the findings and any action taken to resolve your case;
  • Apologise when we are at fault and do our very best to put things right;
  • Tell you how you can take your complaint further if you are not satisfied with our response;
  • Use complaints to learn lessons and to develop our services so they relate to customers’ needs.

If you are not satisfied with our service, you should do the following:

  • Let us know immediately, by writing to, phoning or e-mailing the person you have been dealing with;
  • Tell us if you cannot resolve your problem with the person you have been dealing with and ask how you can take up your complaint with his or her manager;
  • If you are not satisfied with our final response, you can consider referring your complaint to the Energy Ombudsman. You can request the Energy Ombudsman’s contact details from any of our staff, or from your local Citizens Advice Bureau;
  • The Ombudsman usually expects you to have given us the chance to deal with your complaint before you contact them. The Ombudsman’s Office can give you more information on their services.
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