What if I have a query or need to make a complaint?

In spite of our best efforts to provide a quality service at all times there may be occasions when the service provided does not meet the standards that we set for ourselves or what you might expect from us. We have therefore established a simple and effective complaints procedure so that problems can be resolved quickly and efficiently and to your entire satisfaction.

If you are dissatisfied with the service we provide to you under our agreement or the manner in which we have dealt with any such expression of dissatisfaction, where a response is either provided by us at the point at which contact is made or a response is explicitly required or expected to be provided thereafter,  you should follow our complaints procedure, you can also call the customer service team on 0800 999 3080 or email, enquiries@eastlondonenergy.co.uk or if you prefer we can send a copy to you through the post.

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.

Aims

It is accepted that most queries and complaints will be made informally to front-line members of staff and will be resolved at this stage without the need for further action. Also, if we receive a query or complaint from you and we feel it is appropriate in the circumstances, then we may telephone you in an attempt to resolve the matter immediately.

It is East London Energy’s objective to resolve your query or complaint to your satisfaction within the first stage of the formal complaints procedure. The appropriate management team will work to address all of your concerns, provide detailed explanation to the matters raised and where appropriate, offer resolution.

If you feel the matter needs to be taken further then, upon your request, the complaint will proceed to review. The Residential Services Manager will review your query or complaint and provide a response with the purpose of concluding your query or complaint to your satisfaction.

In the event East London Energy has not been able to resolve your complaint and you feel a further review is required, The Community Energy Director will review your query or complaint including all information collected as a part of the process and provide a response to you.

If you are still not satisfied following the review stages then you can refer your complaint to The Energy Ombudsman who will provide an independent review without charge.

If you are still 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.