We endeavour to offer the highest level of service throughout the duration of your contract However, if something does go wrong and you want to make a complaint, we will investigate any issues and aim to rectify any issues promptly, where possible

We embrace any feedback and continually look to improve.  However, if a customer feels dissatisfied with any element of our service, we welcome the opportunity to put things right.

We would like to think that it would not be necessary to go beyond the first step, however we understand that in very rare circumstances you may need to present your case where the end result leaves you unsatisfied.

 

You can get in touch with the following ways:
Tel: +44 (0) 1164797145
Email: Info@cplenergyconsultants.co.uk

 

Step 1
A complaint is any expression of dissatisfaction with the service received by CPL Energy Consultants Ltd.  A complaint may be made in writing, email, by telephone or in any other form.  Please provide as much detail as possible about the reasons for your complaint and the outcome you would like to see.

 

Step 2
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business.  Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.

 

Step 3
Within two weeks of receiving a complaint we will send you either:

1. 1. a final response which adequately addresses the complaint; or
   2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
   3. If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.

 

Step 4
If you are not satisfied with our final response, we will be happy to consider a further response, but in the absence of new evidence or material flaws being evident in our findings, it is unlikely to change the outcome of our investigation.  You may escalate it to our Senior Management team by the following:

 

Tel:  +44 (0) 1164797145
Email:  Info@cplenergyconsultants.co.uk
Address:  CPL Energy Consultants Ltd, 81-03 Humberstone Gate, Leicester, LE1 1WB

 

 

Step 5
We will send you a final response which adequately addresses the complaint no later than 8 weeks from receiving a complaint.  Alternatively, it could be resolved in various ways i.e. goodwill gestures at discretion.

 

Step 6
A decision on your complaint could take up to 8 weeks, if this is the case, we will send a deadlock letter outlining our final offer.  If at this point, you feel the response is acceptable, complaint will be treated as resolved and we will close the case.  Alternatively, you may be able to seek help from Ombudsman service (approved by Ofgem) free of charge, details as below:

 

Website: https://partners.ombudsman-services.org/our-services/our-process
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624

 

Their website is www.ofgem.gov.uk and it provides more information about the service they provide and the various ways they can be contacted.

We are not responsible for the content on their website.

 

Member ID: C35CPLE01