Flexivolt Complaints Handling Procedure
At Flexivolt, we are committed to providing a high standard of service to our customers. If something goes wrong, we want to hear about it so that we can investigate fairly, put things right where appropriate, and improve our services.
1. How to make a complaint
You can make a complaint by contacting us using the details below.
Emailcomplaints@flexivolt.coPlease include as much detail as possible, including:
- Your name and company name
- Your contact details
- A clear description of your complaint
- Any relevant dates
- Any supporting documents or correspondence
2. What is a complaint
A complaint is any expression of dissatisfaction about our services, communications, conduct, or the way we have handled a matter, where you expect a response or resolution.
3. Our complaints handling process
We will keep a record of your complaint, including the date it was received, the details of the issue raised, and the outcome of our investigation.
We will treat all customers making complaints with courtesy and respect throughout the process.
Step 1: Acknowledgement
We will acknowledge your complaint promptly and normally within 10 business days of receiving it.
Our acknowledgement will confirm:
- That we have received your complaint
- The person or team handling it
- The next steps in our process
Step 2: Investigation
We will investigate your complaint fairly and thoroughly. This may include reviewing relevant records, correspondence, and any information you provide, and speaking to relevant members of our team.
Step 3: Outcome
We aim to provide a full response as soon as reasonably possible.
Where appropriate, we may resolve a complaint by:
- Explaining what happened
- Apologising
- Correcting an error
- Taking practical remedial action
- Making a goodwill gesture or offering compensation where appropriate
4. Timescales
We aim to resolve complaints as quickly as possible.
- We will normally acknowledge complaints within 10 business days.
- We aim to provide a substantive response within 4 weeks.
- If we are unable to resolve your complaint directly, or if the complaint remains unresolved for more than 8 weeks, you may refer the matter to Energy Ombudsman.
5. Referral to Energy Ombudsman
If we are unable to resolve your complaint directly, or if your complaint has been unresolved for over 8 weeks, you may escalate your complaint to Energy Ombudsman.
Energy Ombudsman is an independent and impartial service and is free for customers to use.
Energy OmbudsmanP.O. Box 966WarringtonWA4 9DFPhone: 0330 440 1624Email: enquiry@energyombudsman.org6. Availability of this procedure
This complaints handling procedure is:
- Available on our website
- Available free of charge by email on request
If you need this procedure in another format, please contact us and we will do our best to help.
7. Continuous improvement
We take complaints seriously and use them to improve our services, processes, and customer experience.
We are committed to continuous improvement in the way we handle complaints and resolve issues.