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, firstname.lastname@example.org 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:
When dealing with complaints, we will do the following
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