Grand Union Water Power & Light Ltd Complaints Handling Procedure
At Grand Union Water Power & Light, we are committed to providing high-quality service to all our clients. We understand that, on occasion, things may not go as expected, and we want to ensure that any complaints are handled promptly, fairly, and professionally. As a member of the Energy Ombudsman Broker ADR Scheme, we have put in place the following complaints handling procedure to address and resolve issues raised by our clients.
1. Making a Complaint
Clients wishing to make a complaint can contact us via any of the following methods:
By Phone +44 (0) 207 101 4714
By Email: info@grand union.net
By Post : 4 Old Park Lane, London, W1K 1QW
Online : grand-union.net
ADR No. C35GRAN03
We are committed to responding to all complaints promptly and will treat clients with courtesy and respect throughout the process.
2. Our Complaints Handling Process
Once we receive a complaint, we will follow these steps:
STEP 1: ACKNOWLEDGEMENT
We will acknowledge receipt of your complaint within 5 working days of receiving it. You will be informed of the next steps, including an outline of the expected timescale for resolution.
STEP 2: INVESTIGATION
We will thoroughly investigate the complaint to understand the issue. We may contact you for further information during this process. We aim to resolve complaints as quickly as possible, but please allow up to at least 10 working days for a full resolution.
STEP 3: RESOLUTION
After reviewing the details of your complaint, we will propose a resolution. After reviewing the details of your complaint, we will propose a resolution. This may involve an apology, a goodwill gesture, or compensation where This may involve an apology, a goodwill gesture, or compensation where applicable.applicable.
STEP 4: FINAL RESPONSE
If the complaint is resolved to your satisfaction, we will send you our final If the complaint is resolved to your satisfaction, we will send you our final response. If you are not satisfied with the resolution, we will explain how response. If you are not satisfied with the resolution, we will explain how you can escalate your complaint to the Energy Ombudsman.you can escalate your complaint to the Energy Ombudsman.
3. Timescales and Expectations
We aim to resolve all complaints within 10 working days from the date we receive them. In cases where a complaint cannot be resolved within this time, we will keep you updated regularly on the progress and provide you with a final response within 8 weeks.
If, after 8 weeks, your complaint has not been resolved, or if you remain dissatisfied with the proposed resolution, you have the right to escalate the matter to the Energy Ombudsman.
4. Escalating to the Energy Ombudsman
If we are unable to resolve your complaint directly, or if your complaint remains unresolved for more than 8 weeks, you have the right to escalate your complaint to the Energy Ombudsman. The Energy Ombudsman offers an impartial and free service for resolving complaints. To escalate your complaint to the Energy Ombudsman, please use the following contact details:
Post: P.O. Box 966, Warrington, WA4 9DN
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
We will inform you of your right to escalate the complaint to the Energy Ombudsman if we are unable to resolve it directly or within the required timescale.
5. Continuous Improvement
At Grand Union Water Power & Light , we are dedicated to continuously improving our service. All complaints are carefully reviewed to identify any patterns or areas for improvement. We use feedback to refine our processes, ensure that similar issues do not recur, and ensure we continue to meet the high standards expected by our clients.
6. Impartiality and Free Service
Please note that the Energy Ombudsman service is impartial and completely free for our clients to use. We will provide you with all the necessary information to make sure you can easily escalate any unresolved complaints to the Energy Ombudsman.
7. Record Keeping
We will maintain a record of each complaint, including the date it was received, the details of the issue, the resolution process, and the final outcome. These records will be kept for at least one year for monitoring purposes and to help us improve our complaint-handling process.
8. Contact Information
For further assistance or if you have any questions regarding our complaints procedure, you can contact us via the following methods:
By Phone +44 (0) 207 101 4714
By Email info@grand union.net
By Post : 4 Old Park Lane, London, W1K 1QW
We are committed to ensuring that all complaints are resolved efficiently and fairly and we appreciate the opportunity to address any concerns you may have.
This complaints procedure is available on our website Grand Union.Net and can be requested via email or post free of charge.