MAKING A COMPLAINT

We are committed to providing excellent customer service, however we understand that sometimes things can and do go wrong. Our aim is to ensure we help, support and resolve customers concerns in an efficient and timely manner.

We aim to be fair, transparent and straightforward; ensuring we deal with customer’s concerns in a consistent and appropriate way.

How can you raise a complaint with us

You can raise a complaint with us by:

• Visiting our website and using a contact form here
• Calling us on 0800 830 3670
• Writing to us or you can come and visit us at 3B Edward VII Quay, Navigation Way, Preston PR2 2YF.

Possible Outcomes

If at any stage during our Complaint procedure following a review of your complaint we identify that a mistake has been made, we will work to put this right. You should expect one or all of the following:

• An apology.
• A clear explanation of the circumstances surrounding your complaint.
• Details of any remedial action taken to resolve the problem.
• A goodwill payment in appropriate circumstances

We believe the fastest way we can address and resolve your complaint is over the telephone, however we will always work to your preferences until your complaint is resolved to your satisfaction.

Customer Services will do everything they can to support resolving your complaint when you first raise it with us.  A resolved complaint is one which has reached a state of mutual satisfaction in both the explanation and the outcome.

If you remain unhappy, we will follow the complaint handling procedure and steps detailed below:

Stage 1

Your complaint will be passed to a dedicated member of the Service Team who will contact you to advise they are reviewing the nature and the detail of the complaint.

You will be provided with a reference number and the name of your case handler and you will be able to contact them directly should you need to.

We will aim to complete the investigation and provide you with a full and final response within 10 working days. Our chosen method of contacting you during this stage will be over the telephone, however where you have specified a contact preference, we will use it.

Sometimes, if the issue is a little more complex, or we are facilitating a response from other industry parties it may take us a little longer. We assure you that we will keep you regularly updated throughout the process until a resolution is reached.

Stage 2

To ensure our procedure is fair we ask all our customers to follow the step above, however where you remain dissatisfied with the outcome of Stage 1 your complaint can be escalated to Operational Support for review.

We will keep you regularly updated through this and aim to resolve your complaint within a further 10 working days.

Sometimes, if the issue is a little more complex, or we are facilitating a response from other industry parties it may take us a little longer. We assure you that we will keep you regularly updated throughout the process until a resolution is reached.

Stage 3

If for whatever reason you remain dissatisfied with the outcome or handling of your complaint, you can escalate your complaint for the attention of our Head of Compliance by writing to 3B Edward VII Quay, Navigation Way, Preston PR2 2YF.

A full review of your complaint will be completed; including the outcome provided to you. We keep you updated through this and aim to resolve escalated complaints within 5 working days.

Where our outcome remains the same, as this is the final stage of our process; we will issue you with a “deadlock letter” explaining our final position and your right to seek independent advice should you wish.

Independent Advice: Ombudsman Services: Energy

If you have received a Deadlock Letter or your complaint is not resolved in 8 weeks from you raising it with us, then we’ll let you know that you can speak to The Ombudsman Services: Energy.

How to contact the Ombudsman

• Phone: 0330 440 1624
• Fax: 0330 440 1625
• Textphone: 0330 440 1600
• Email: [email protected]
• Website: www.ombudsman-services.org/energy.
• Post: Ombudsman Services: Energy PO Box 966, Warrington, WA4 9DF

The Ombudsman is there to help resolve disputes between suppliers and customers. It is free to use their services, they are independent – and make their decision based on the information available. If you agree with their decision, Gulf Gas and Power UK will act on what they say.

This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award.

Customers do not have to accept the Ombudsman decision and can decide to seek further advise.

Consumer help and advice

For free independent advice, at any time through the process there is always Citizens Advice Consumer Helpline 03454 04 05 06. Their lines are open Monday to Friday 9.00am – 5.00pm or you can find more information at the Consumer Service website.

Other formats

If you need a copy of our complaints procedure in large print or audio, please contact us using one of the contact methods above.

Our Regulator

To find out more about our regulator please click here.

Our complaints performance

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