We will always aim to do our best. However, there may be times when things go wrong. If you have a complaint about any part of our service, you can trust that we will take it seriously. We will work hard to sort the problem out and identify what caused it. We will then build any improvements into our policies, processes and procedures.If you are unhappy with our service and would like to make a complaint, you can contact us in the following ways:
We will always try to sort out your complaint as soon as we receive it. If we can't, we will send you an acknowledgement of your complaint in writing. Although we will work hard to deal with the problem as quickly and efficiently as possible, if your case is complicated or involves a number of issues, we may need some time to make sure that we have covered everything. We will keep you regularly informed, either by phone or in writing, while we do so.
Our aim is to take no longer than eight weeks to deal with even the most complicated of complaints. Before the end of the eight-week period, we will either give you our final response with our decision on your complaint, or explain to you why we still cannot give you our final response.
If you are unhappy with our final response – or if we have not been able to complete our investigation within eight weeks of receiving your complaint – you may be able to refer the matter to an ombudsman service. In our final response we will advise you which would be the relevant ombudsman service for your complaint. Before the ombudsman service can consider a complaint, you must have given us a chance to deal with it.
Ombudsman Services: Green Deal has been appointed as the ombudsman and investigation service for Green Deal. It’s the job of Ombudsman Services: Green Deal to help sort out any complaints about a Green Deal Provider. This includes complaints which we have considered but not dealt with to your satisfaction, or if you have not been able to register a complaint with us.
Ombudsman Services: Green Deal can also accept complaints where the seller or landlord of a house fails to reveal important information about a Green Deal Plan, which they should do by giving the new Bill Payer a copy of an Energy Performance Certificate (EPC).If you make a complaint to Ombudsman Services: Green Deal, you must do so within six years of your complaint to us. The contact details for the Ombudsman Services: Green Deal are the same as for the Ombudsman Services: Energy.
Ombudsman Services: Energy is an independent organisation set up to provide a free service which can solve customer complaints in cases where you and we cannot agree. Ombudsman Services: Energy may tell us to take practical action that may benefit you, offer an apology or explanation, or make a financial reward. Their final decision is binding on us and not you as the customer.
It's the Financial Ombudsman’s job to sort out individual complaints that you and financial businesses haven't been able to deal with, including complaints related to the Consumer Credit Act. The Financial Ombudsman Service was set up by Parliament to do this – as independent experts. The service is free to consumers. If you want to refer your complaint to the Financial Ombudsman Service, you must do this within six months of the date of our final response.