• Your complaint will be logged by the Complaints Administrator.
• You’ll receive an acknowledgment within 2 working days, outlining who will investigate and the expected timeline.
• Once resolved, the Investigating Officer will send you a letter detailing the outcome.
• A satisfaction survey will be sent separately to gather your feedback.

If you’re not satisfied with the investigation or resolution, you can request a review within 20 working days of receiving the final response. If needed, your complaint will be escalated to Stage 2.

• Your complaint will be reviewed by a member of the Senior Management Team and a Complaints Panel.
• If appropriate, you may request a representative from the Resident Complaints Panel to attend the hearing.
• A final decision will be made within 20 working days, and the outcome will be communicated in writing.

If you need help making a complaint, you can:

• Ask a representative such as an MP, councillor, friend, family member, solicitor, or Citizens Advice to act on your behalf.
• Request support from a staff member if you’re already receiving services from us. They will assist you objectively and will not be involved in the complaint investigation beyond offering support.

For independent support, you may contact the Ombudsman Service at:

• Post: [Insert Address]
• Phone: [Insert Number]
• Email: [Insert Email]

• Your complaint will be logged by the Complaints Administrator.
• You’ll receive an acknowledgment within 2 working days, outlining who will investigate and the expected timeline.
• Once resolved, the Investigating Officer will send you a letter detailing the outcome.
• A satisfaction survey will be sent separately to gather your feedback.

If you’re not satisfied with the investigation or resolution, you can request a review within 20 working days of receiving the final response. If needed, your complaint will be escalated to Stage 2.

• Your complaint will be reviewed by a member of the Senior Management Team and a Complaints Panel.
• A final decision will be made within 20 working days, and the outcome will be communicated in writing.

If you need help making a complaint, you can:

• Ask a representative such as an MP, councillor, friend, family member, solicitor, or Citizens Advice to act on your behalf.
• Request support from a staff member if you’re already receiving services from us. They will assist you objectively and will not be involved in the complaint investigation beyond offering support.

For independent support, you may contact the Ombudsman Service at:

• Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

• Phone: 0330 440 1624

• Email: enquiry@ombudsman-services.org