Here’s The Plan aims to provide the highest standard of service and to get things right. Any complaint that is received helps us to better understand, how we are doing, what lessons we can learn and the improvements we can make. We are committed to listening to our customers and suppliers by acknowledging concerns and putting things right where appropriate.
Here’s The Plan’s Responsibility
We consider a complaint to be a formal expression of dissatisfaction about any aspect of our service by a person who has been directly involved in the service complained of. Although we take complaints seriously, we will always try to diffuse a situation before it becomes a formal complaint. Any complaint must be immediately communicated to the Directors who will assist where possible.
We will respond to complaints effectively and deal with them sensitively, fairly and thoroughly. We will not treat any complainant less favourably on the basis of their gender, sexual orientation, race or ethnicity, disability, or religion or belief or, as a consequence of having made a complaint. All complaints will be treated in the strictest confidence.
Customer/Supplier Responsibility
Complaints should normally be made within 3 months of an incident or of the matter coming to your attention. This time limit can be extended provided you have good reasons for not making the complaint sooner and it is possible to complete a fair investigation. This decision will be taken by the Directors in discussion with you.
A complaint can be made verbally, in writing or by email. If a complaint is made verbally, a record of the complaint will be made and a written copy will be provided to the complainant.
Please provide as much detail to help investigate the complaint:
How We Treat a Complaint
When HTP receive a complaint, we immediately refer it to an appropriate staff member/Line manager/Director, who will then carry out an investigation. We will reply in writing, or by telephone, within 5 working days from when we receive a complaint. If it is not possible for us to fully respond to you within this time, we will let you know and tell you what we are doing to deal with your complaint, when you can expect the full reply and from whom.
We will always acknowledge where things could have been done better and tell you what we will do to avoid the same thing happening again. Equally, if we don’t agree with your complaint, we will let you know why. Ultimately, we want all customers and suppliers to be able to say: ‘I felt confident to speak up and making my complaint was simple. I felt listened to and understood. I felt that my complaint made a difference’.
Not Happy with the Outcome?
If, at the final stage of the complaint process the customer/supplier remain dissatisfied with the outcome, or the way in which it was dealt with, and a ‘letter of deadlock’ has been requested, the complaint can be referred to an alternative dispute resolution service, (Ombudsman Services) that deal specifically with complaints about Third Party Intermediaries. Or, if the customer/supplier complaint has been unresolved for more than eight weeks.
We are registered as members of this service and if we cannot resolve your complaint internally, then they have the power to investigate and direct resolution.
Post: Energy Ombudsman, P.O.Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: Enable JavaScript to view protected content.
