HP Connections Complaints Procedure

HP Connections are committed to providing the best customer service & customer satisfaction. Complaints from customers are important to us, both to gives us an opportunity to answer concerns and as a method of improve our service.

The staff of Nationwide Energy Consultants provide the highest standards of customer service. Despite our best efforts, sometimes things do go wrong. When they do, we would like you to tell us so that we can put things as quickly as possible.

If a complaint is not resolved to the customers satisfaction, they have the right to refer the matter to the Energy Ombudsman. Ombudsman Services are impartial and are free for customers to use.

 

Making a complaint

If a customer is concerned about the service provided by Nationwide Energy Consultants, they should contact the Operations Director:-

Paula Brophy

New Hutte Centre

Lichfield Road

Halewood

L26 1TT

 

Email: complaints@hpconnections.co.uk

Tel: 01514332001

Who will allocate the complaint investigation to an appropriate manager.

It will help us respond to your complaint if you tell us:

• What happened, date of incident & where it happened

• What you think has gone wrong

• What you would like us to do about it

• A daytime telephone number and email address

• The address and postcode to which we should send a reply

 

Our response

If you make a complaint, we will:

• Investigate the matter honestly, thoroughly and promptly

• Deal with it impartially & fairly

• Try to resolve your complaint, as far as we can

• Use the lessons we learn to improve our service

If we are at fault, we will accept responsibility. We will tell you what we can do to put things right & tell you what we can do to stop similar problems occurring in the future. Otherwise, we will explain why we feel the complaint is not justified.

 

Timescales

We aim to be able to resolve your complaint within 21 days. If your complaint is not resolved within 21 days, the matter will be passed to the Director for a resolution. We intend to resolve your complaint within 8 weeks.

If we have not resolved your complaint within 8 weeks you can raise the complaint with the Energy Ombudsman. If we reach a decision on your complaint within 8 weeks, we will write to you, and this will contain our final offer and details of the Ombudsman Service. This is referred to as a “deadlock letter”. If you feel our response isn’t reasonable, you can refer the matter to the Energy Ombudsman.

As mentioned earlier the Energy Ombudsman is impartial and the service is free to use for customers.

 

Communication

We will deal with your complaint, in person, by telephone, or in writing. Communication will be as preferred by the customer and which is practicable in the circumstances. If we meet you in person, or have contact by telephone, we will confirm our position to you in writing.

 

Resolution Process

The resolution of your complaint is free of charge. You do not have to accept any proposal to resolve your complaint. Making use of this complaints process, does not prevent you from proceeding to law, should you wish to do so.

If you wish to raise a complaint about the way HP Connections has dealt with your complaint, please contact The Energy Ombudsman who can be contacted by the following methods:-

Phone: 0330 440 1624,

Email: enquiry@ombudsman-services.org

Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF