Complaint Handling Statement and Procedure
It’s not how we do it differently at Sustainable Energy First, it’s how we do it better.
How to contact usThe easiest and quickest way to resolve your complaint is via your Strategic Account Manager by the communication method you deem most appropriate. If you do not have Strategic Account Manager, you can contact us by post or telephone using the details listed below.
- Post – Sustainable Energy First, St Annes Buildings, 349 Clifton Drive North, St Annes, Lancashire, FY8 2NA.
- Phone – 01253 789816
Our processAll our employees are trained to offer you the best possible customer service and will do their utmost to help you. We aim to reply to written correspondence within 5 working days after we receive your letter, however, more complex issues often take longer to investigate. Due to the nature of our business, it is common that we may have to contact other agencies or suppliers to help resolve your complaint. As part of resolving your complaint we will offer you an explanation. We will also take remedial action in appropriate circumstances.
Step 1 – to resolve your complaint at the first point of contactWhen you contact us with a problem, we will attempt to resolve matters with you during the first communication. However, if necessary, your complaint will be escalated, a review meeting will be conducted to fully investigate the matter. The review meeting will consist of all relevant internal parties to the complaint and the Corporate Compliance Manager. If you write to us with a problem, please provide your full contact details so that we contact you appropriately to fully resolve matters as soon as practically possible. We may try to contact you by telephone to help with the resolution. If we cannot resolve your complaint fully or have not agreed a form of resolution within 10 working days after your first contact, then you can proceed to the next step.
Step 2 – to resolve within 10 working days of escalation from Step 1Following Step 1, if the complaint has not been resolved to your satisfaction, or you have not received confirmation of the steps being taken to try and resolve the issue, then you can raise the matter with our Chief Operating Officer who will undertake an independent internal review and aim to reach a resolution within 10 working days. You can contact the Chief Operating Officer, providing your name, and full contact details as follows:
- Post – Chief Operating Officer, Sustainable Energy First, St. Annes Buildings, 349 Clifton Drive North, St. Annes, Lancashire, FY8 2NA
- Phone – 01253 789816