Complaints and compliments
Energy Services is committed to providing you with excellent customer service, first time, every time. If you think we have done well or let you down please let us know, so we can sort out any problems.
You can contact us by:
1. Speaking to the person who has been dealing with your query
2. Writing to us at:
Energy Services
Connections Feedback
Herald Way
Pegasus Business Park
Castle Donington
Derbyshire
DE74 2TU
4. Registering your query or feedback using our online forms
If you feel it may help, you can contact Consumer Direct at any time. They will be able to provide you with independent help, advice and information. You can contact them on 08454 040506.
We aim to resolve all queries immediately, however if we need more time to resolve your query, you can expect the following from us:
Step 1
·
We will give you a verbal or written response within five working days, either answering your query, or letting you know that your concerns are being investigated.·
We will give you a full response to your query within ten working days.·
We will also let you know the name and contact details of the person who is looking after your query.If there is any delay in this process, we will keep you informed.
Step 2
If you are not happy with the way we have responded to your query, you can write to or ask to speak to our Customer and Process Manager at the address above. They will investigate further and work with you to resolve your issues.
Step 3
If you want your query to be escalated further, you can write to or ask to speak to our Utility Connections Manager. They will take on your query and look to resolve your issues.
Step 4
We hope to have resolved your query at this stage, however if you have followed the above steps and we have still been unable to resolve your concerns, or 8 weeks have passed since you complained to us, then you can take your case to the Energy Ombudsman.
This is a free and independent dispute resolution service. The Ombudsman will ask you for a full account of your dealings with us and they will also contact us to gain an understanding of the case from our perspective. The Ombudsman will make a final decision and inform both you and us of the outcome.
Energy Supply Ombudsman
PO Box 966
Warrington
WA4 9DF
Telephone: 0845 055 0760
Fax: 0845 055 0765
Email: enquiries@energy-ombudsman.org.uk
Energy Services acts as an agent to Central Networks (the distribution licence holder) regarding the provision of electricity connections to its distribution system and also provisional estimates under the 1989 Electricity Act.
If your complaint relates to work carried out by Energy Services on behalf of Central Networks, we will ensure that your complaint is dealt with through the appropriate process in accordance with the Central Networks licence conditions.
