Complaints procedure

Utility Contract Management – Complaints Procedure

Reference: GC003

Version: 01

Last updated: August 19, 2022

This is the standard procedure adopted by GreenChip Consulting when handling Client complaints relating to the placement of utility supply contracts.

Background

GreenChip Consulting aims to address all issues raised as a complaint about its utility procurement services in a prompt, courteous and efficient manner. The intent shall always be that the complainant is satisfied with our response. In addition, that any lessons learnt are implemented by circulation to all GreenChip Consulting staff and if necessary to the wider GreenChip client base.

To ensure all complaints are processed in a timely manner, GreenChip Consulting employs a 3-step process, as outlined below.

Step 1 – Talk to us

Our contact details are as outlined below.

By email

Our email for complaints is enquiries@greenchip-consulting.com

By phone

Our contact telephone numbers are 07566 792257 or 07566 792267

By post

Our contact address is: GreenChip Consulting Limited, PO Box 519, Horley, Surrey RH6 6FF

We will acknowledge your communication within 5 working days from the date of the receipt of your complaint and undertake an investigation into the issues raised.

Whilst we will aim to provide a response within 28 working days, it is not always possible, as we may need to consult with other third parties. Such third parties may have their own complaints procedures, which can cause additional delay.

Where this happens, we will keep you up to date with the progress by your preferred method of communication

Once we have completed our investigations, we shall provide a written explanation of what went wrong, fix the problem, and apologise. We may also offer a goodwill gesture or compensation if this is appropriate.

Step 2 – Escalation

If you are unhappy with the progress we are making in resolving your complaint you can contact us through the Director contacts shown below and ask for an escalated review of your complaint. We will endeavour to respond within a further 10 working days.

Step 3 – Ombudsman Services: Energy

If we cannot agree on a way forward we will provide you with our final position by sending you a deadlock notification, either by email or by letter. If this happens or if your complaint takes longer than eight weeks to resolve, you are not happy with the progress and you are classified as a microbusiness, you have the option to contact the Ombudsman. They will carry out a free, independent investigation on your behalf.

Any decision they make will be binding on us but not on you.

Website: www.ombudsman-services.org

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm and Saturdays, 9am to 1pm)

Email: enquiry@ombudsman-services.org

Post: PO Box 966, Warrington, WA4 9DF