Kilowatt Connect Complaint Handling Procedure
At Kilowatt Connect, we value our clients and are committed to resolving any issues or
complaints efficiently and respectfully. To ensure transparency and professionalism, we
have outlined our complaint handling procedure below:
1. Accessibility of the Procedure
Our complaint-handling procedure is clearly visible and accessible on our website.
Additionally, clients can request a copy of this procedure by email at
[email protected] or by post.
2. Contact Details for Making a Complaint
To make a complaint, clients can reach out to us via the following methods:
Email: [email protected]
Phone: 07791 683981
Post: 83 Tarka Way Crediton EX17 3FF
3. Steps in the Complaint Handling Process
– We follow a structured approach in handling complaints:
– We acknowledge receipt of complaints within 3 working days.
– The complaint will be assessed by our team and may involve discussions with the
client to better understand the issue.
– We aim to provide a resolution within 10 days from the time the complaint was
lodged.
4. Courteous and Respectful Treatment
We treat all complaints with the utmost courtesy and respect. Our team is dedicated to
providing a professional response in all communications.
5. Response Times and Expectations
Clients can expect to receive an acknowledgement of their complaint within **X days**
and a full response or resolution within **Y days**. Should there be any delays, clients
will be kept informed of the progress.
6. Record of Complaints
We maintain a detailed record of each complaint, including the date of receipt, the nature of the complaint, and the steps taken to resolve it. This ensures full accountability
and allows us to review and improve our service continually.
7. Escalating Complaints to the Ombudsman
If we are unable to resolve a complaint within eight weeks or the client is dissatisfied
with our response, they are entitled to escalate the issue to the Ombudsman.
Contact details for Ombudsman Services are as follows:
– By Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
– Phone: 0330 440 1624
– Email: [email protected]
We will notify clients if the complaint can be escalated and provide all necessary
information.
8. Impartial and Free Service
Our complaint-handling service is free of charge and impartial. Clients can expect fair
treatment, and we will work towards the best possible resolution for all parties involved.
9. Continuous Improvement
We are committed to ongoing improvement in our services. Feedback from complaints
is invaluable and helps us improve the way we operate.
10. Resolving Complaints
Complaints may be resolved in various ways, such as:
– Offering an apology.
– Making a goodwill gesture.
– Providing compensation where appropriate.
11. Multiple Methods of Contact
Clients may lodge their complaints and follow the process through several methods,
including phone calls, emails, written letters, or in person. We aim to ensure that all
clients have access to our services in a way that suits them best.
