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FLEXIBLE ENERGY CONSORTIUM (FEBC)
COMPLAINTS POLICY HANDLING PROCEDURE
We are committed to providing a high-quality complaints policy with legal process and due diligence service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and reinforce our commitment to all our customers to continuous improvement.
Our Complaints handling procedure is available by Email or Post for free on request.
If you have a complaint, please contact Mark Crozier at the Flexible Energy Consortium (FEBC) Limited. Registered Office Address: Suite 6- Byron House, Hall Dene Way, Seaham Grange Industrial Estate, Seaham, SR7 0PY.
Email: complaints@flexibleenergyconsortium.com or Tel: 0191 8204549.
Our complaint procedure ensures that all our customers and all complaints will be treated with the utmost courtesy and respect. We have eight weeks to resolve your complaint. This will give us enough time to access the situation and evidence to find an appropriate resolution. We are available at any time, during normal working hours, In Person, by phone, email or post if you need to contact us for any reason during the complaint process.
The Flexible Energy Consortium will guarantee to reach a decision and resolve your complaint at any time prior to eight weeks from acknowledgement of your complaint. Prior to eight weeks we will send you a deadlock letter. This will contain our final offer and our details. At this point you will need to decide if you think our response is reasonable and will solve the problem. If our final offer is not acceptable to you then you may complain to the Legal Ombudsman Services. The Ombudsman Services are impartial and free for any of our clients who wish to use them.
We allow all our complaints to be made and progressed through each stage of the process below either by phone, in person, or in writing (including by email).
What will happen next?
1/ We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2/ We will then investigate your complaint. This will normally involve passing your complaint to our Consortium Manager, Mark Crozier who will review your matter file and speak to the member of staff who acted for you.
3/ We will then invite you to a meeting to discuss and hopefully resolve your complaint. The Consortium Manager, Mark Crozier will do this within 14 days of sending you the acknowledgement letter.
4/ Within three days of the meeting the Consortium Manager will write to you to confirm what took place and any solutions he has agreed with you. The complaint might be resolved by apologising, making a goodwill gesture or giving compensation.
5/ We will want to reach a decision and resolve your complaint at any time prior to eight weeks from the original complaint submission. We will then send you a deadlock letter which will contain our final offer and details in how to resolve the matter.
This process will happen within 21 days of sending you the acknowledgement letter.
6/ At this point, you will need to decide if you think our response is reasonable and will solve the problem. If our final offer is not acceptable to you, then you may complain to the Legal Ombudsman Services.
The Ombudsman Services are impartial and free for any of our clients who wish to use them. Contact by Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF.