Making a complaint: Let us know is we didn’t get something right.
If our clients are unhappy, then we’re not happy. It’s important that we give you the very best service we can, so if we get something wrong you can make a complaint.
We are a member of the Ombudsman Services Energy Broker ADR Scheme, and this is our Complaints Handling Procedure.
What is a complaint?
A complaint is any contact from, or on behalf of, a customer or potential customer who is not satisfied with any part of our service.
What to expect.
We will take full ownership of your complaint from start to finish and will treat you with courtesy and respect throughout. We will always seek to provide you with the best possible resolution to your complaint and seek to improve our processes as a result.
Process
Firstly, tell us about your complaint, you can do this via email (to info@tpisolutions.co.uk), by telephone by calling 0191 516 6240, or by post to: TPI Solutions Ltd, 43 Newbold Avenue, Sunderland, SR5 1LH. Please ensure that you include the following in your correspondence:
Once we receive your complaint, we will let you know it has been received, and the complaint will be logged. We’ll work together to resolve it and look to find a resolution that works for all parties.
If we need to apologise then we will, and if necessary, try to fix any mistakes. We may also offer a goodwill gesture or compensation in appropriate circumstances. We aim to resolve most complaints straight away, but if its more complex it may take up to 8 weeks.
Should we be unable to reach a satisfactory outcome within 8-week period, we fail to respond to your complaint within 8 weeks, or we issue a “deadlock letter” you are able to make a complaint to the Energy Ombudsman.
The Energy Ombudsman
This is a free and impartial service, and they will carry out an independent investigation on your behalf and any decision reached by them that you accept is binding on us, but not you. As part of resolving your complaint they may ask us to do one of the following:
You can reach the Energy Ombudsman by:
Email: enquiry@ombudsman-services.org
Tel: 0330 440 1624
Mail: PO Box 966, Warrington, WA4 9DF
Independent advice:
If you would like some free and impartial advice from someone other than us, you could contact Citizens Advice.
3rd parties:
Should you appoint a 3rd party to assist you with your complaint, please ensure that they provide a signed Letter of Authority appointing them to discuss and seek to resolve complaints.