Do you need to make a complaint?

 

We pride ourselves on offering the best possible service to our clients however we recognise that occasionally, we might not quite hit that target. We would love to know if we haven’t quite hit our usual standards and have the following complaints procedure in place to ensure your concerns are addressed and resolved.

 

We will ensure to treat any complaint with both courtesy and respect and will endeavour to resolve them as soon as possible.

 

The below steps ensure that all complaints are picked up by ourselves and should you still not be satisfied, we have set out your rights to complain to the Ombudsman and their details on how to do so.

 

Our Process:

 

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1. Get in touch with us

 

You can contact us via any of the following methods:

Email: info@reshapeenergy.co.uk
Telephone: 0330 0552 063
Post: Suite 14B, Link 665 Business Centre, Todd Hall Road, Haslingden, BB4 5HU
Website: www.reshapeenergy.co.uk and submit a form

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2. Acknowledgement

 

Within 2 working days we will send you an acknowledgement receipt which will detail out timescales, the contact details of your designated complaints manager and a request for further information should we need it. We endeavor to assign an independent complaints manager, however, please be aware that this may not always be possible.

 

 

3. Our feedback

 

We aim to have our feedback to you within 10 working days of the acknowledgement being sent. This will detail out the findings of our investigation, any additional steps we aim to make, or whether we believe this to be resolved. The potential steps that might be involved, should we agree to your complaint are offerings of compensation, goodwill gestures or a letter of apology.

 

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4. Your feedback

 

We require you to submit your feedback within 10 working days informing us on whether you accept or reject our decision. If you do not accept our decision, we ask that you provide further information and documentation to support your claim which will allow us to investigate this further.

 

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5. Decision Review

 

Upon receipt of your feedback, we aim to provide you with a review of our further findings within 10 working days, should we need more time to investigate this, we will inform you as soon as possible with an estimated feedback time. The designated complaints manager may be in touch during this time for further information.

 

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6. Eight-Week Letter

 

Regardless of the stage of the process, we will send you an eight-week letter. This will explain your rights, should we not have an agreement at this point, to escalate this to the Ombudsman. Details below. During this process we will have a record of all documentation, findings and correspondence. Upon request, we will issue a ‘deadlock letter’ which confirms that our decisions have been rejected by yourselves and can be taken to the Ombudsman.

 

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The Ombudsman

 

If your business is a micro business, you are entitled to escalate this complaint to the Ombudsman under the 2 following situations:

1. We have not resolved the complaint within 8 weeks of receipt

2. You have received a ‘deadlock’ letter from ourselves

 

The Ombudsman is a free and impartial service that will look into the evidence and documentation behind the complaint and decide the outcome of the dispute.

We must honour the decision of the Ombudsman, however, you are not bound to accept this decision.

 

The Ombudsman’s details are:

 

Email: enquiry@ombudsman-services.org

Telephone: 0330 440 1624

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF