At Good Energy, we understand that once a customer has taken time to complain, things have really gone wrong. Where possible our customer services team will deal with your complaint and ensure that all your concerns are dealt with.
However, we recognise it’s not always that simple and sometimes we need a specialist team to manage a particular problem, which is where our complaints team comes in.
- If you call us with a problem, we’ll do what we can to get things sorted whilst you’re on the phone.
- If you write to us with an issue, we’ll do our best to resolve it by the end of the first working day after we receive your letter or email. It’s helpful if you let us know your contact details, so we can come back to you as soon as possible.
- If you tell us about the problem in person at our offices, we’ll aim to get things resolved while you’re here.
We hope to resolve your complaint fully or agree some form of resolution by the end of the working day after you first got in touch with us. But if we can’t, we’ll call on our complaints team to help. Our specialist complaints team will own your issue and work with you to reach a solution that you’re happy with.
At this stage if we can’t get to the bottom of your complaint, you are not happy with the progress being made or simply or if you want us to take a deeper look into the issue you can contact the Complaints Manager at firstname.lastname@example.org.
Our Complaints Procedure
All our advisors are trained in everything from the Feed-in Tariff, offering energy efficiency advice through to complaint handling and will always try to resolve your complaint straight away. If they need to involve their manager they will do so to ensure the matter is resolved as quickly as possible. We aim to agree a solution to all complaints by the end of the following working day after they are raised, however, more complex issues might take longer as we may have to contact other agencies or suppliers to help resolve the complaint.
As part of resolving your complaint we will offer you an explanation and an apology. We may also take remedial action and, when appropriate, may award compensation.
Step 1 – We strive to resolve your complaint at the first point of contact. When you contact us with a problem, our advisor will attempt to resolve matters with you immediately. If you inform us of a problem in person, we will attempt to resolve matters while you are present. However, if necessary, your complaint will be escalated to the specialist complaints team. Our aim is to agree a solution by the end of the following working day. If you write to us with a problem, we aim to fully resolve matters by the end of the working day after we receive your letter or email. Please provide your full contact details if you are writing by letter. If we cannot resolve your complaint fully or have not agreed a form of resolution by the end of the working day after your first contact, then your complaint will be escalated to step 2.
Step 2 – Regular review if, following step 1, your complaint has not been resolved it will be managed by a member of the complaints team and reviewed until it is resolved or step 3 comes into effect.
Step 3 – Independent help and advice. If your complaint has not been resolved to your satisfaction, or if you want us to review your complaint at any time after step 1, you can contact our Complaints Manager, who will undertake an independent internal review and aim to reach a resolution.
If you need independent advice you can also visit Citizens Advice
Citizens Advice (formerly The Citizens Advice Bureau) is there if you ever need impartial help or advice – at any point. It’s free to access, and you can drop in to your local branch in person, call the Citizens Advice consumer service team on 03454 04 05 06, complete the online form, or visit their website. Need help knowing your rights when it comes to energy? Citizens Advice can help there too.
At Good Energy we appreciate anyone who takes the time to contact to tell us about our service, complement or not, it helps us build our team and ensure that we are dealing with customers’ needs in the best way possible.
Ombudsman Services: Energy
If we haven’t been able to resolve your complaint within 8 weeks or we can’t agree a way forward with you, we will write and let you know that you have the right to pass your complaint to the Energy Ombudsman. They’ll carry out a free, independent investigation into the matter on your behalf. They are totally independent and will make a decision on the information available.
You don’t have to accept their decision, but if you do Good Energy will action what they say. They could ask us to apologise or take remedial action, which may involve compensation.
To get in touch with the Ombudsman Service:
Phone: 0330 440 1624
Complaints Report and Procedure.pdf pdf 39KB
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