Our complaints policy
We are committed to providing a high-quality service to all our clients. However, occasionally, things may go wrong and when that happens we need you to tell us about it. Not only will we work to resolve your complaint as quickly as possible, but it will also help us to improve our standards.
How to complain
Our aim is to deal with all complaints with courtesy and respect, treating them all fairly and confidentially and we commit to keeping you updated on progress made. To make a complaint please contact us by :
- Phone – 01482 568448
- Email – admin@im-energy.co.uk
- Post – F13 Ergo Business Centre, Bridgehead Business Park, Meadow Road, Hessle, Hull HU13 0GD
What will happen next?
- We will acknowledge your email or letter within 24 hours of receipt and will aim to resolve it within 5 working days.
- If your complaint requires some investigation, then we will contact you within 5 working days to let you know who will be dealing with the matter. We will aim to provide you with a full response within 5 weeks.
- In the event we cannot resolve your complaint within 4 weeks we will send you a further progress update explaining why we are unable to provide a final response. We must provide you with our final response within a further 4 weeks (8 weeks in total). If we are unable to agree a way forward within 8 weeks we will provide you with a ‘deadlock letter’ which will state our final offer.
- If we issue a ‘deadlock letter’ and you are unhappy with the decision, or if your complaint takes longer than 8 weeks to resolve and you are not happy with the progress, then you have the option to escalate your complaint to the Ombudsman. They will carry out a free and independent investigation on your behalf and any decision made by the Ombudsman will be binding on us, but not on you.
You may contact the Ombudsman by :
- Phone – 0330 440 1624
- Email – enquiry@ombudsman-services.org
- Post – Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF
You can view the Ombudsman Complaints Process by clicking on this link
Our Process | Ombudsman Services (ombudsman-services.org)
How your complaint may be resolved
When we resolve your complaint we will explain to you the investigations undertaken so that you may fully understand the reasons for our decision. Not all complaints are the same and the impact they may have on businesses will not be the same, so how we may resolve your complaint will not be the same for everyone. Examples of how your complaint may be resolved :
- An apology may be the most appropriate outcome to your complaint
- Depending on the outcome of your complaint it may be appropriate to offer a good will gesture
- In some cases it may be appropriate to offer compensation
These examples are not finite, and each complaint will be dealt with on its own merits.