Complaints Processing Procedure Policy – Clearsight Energy Ltd
At Clearsight Energy, we try our very best to give the businesses that we work with excellent customer service. However, we understand that from time to time we may fall short of these standards. If you are unhappy with the service that you have received from us then please get in contact with us. All complaints will be treated with courtesy and respect and dealt in a timely manner. We will keep a record of your complaint, including the relevant dates that it was received. This complaints procedure reinforces our commitment as a business to continuous improvement. Complaints that we receive might be resolved through apologising for an error, making a goodwill gesture or giving compensation.
We welcome all feedback so we can improve our service.
To complain about a service that you have received from us you can contact us through the following channels:
Or by post at Clearsight Energy Ltd, The Perch, Wesley Lane, Bicester OX26 6JU (available on post for free on request)
Within 10 business days of receiving a complaint we will send you either:
A final resolution for the complaint, which adequately addresses the issue; or
A holding response. If you receive a holding response then this will give you information on why we cannot yet respond to the complaint. If you received a holding response then we will be gathering information that will help us adequately respond to your complaint. We will also indicate when you will make further contact with you.
If we do not hear from you 10 business days after our final response then it will be assumed that you are satisfied with our outcome.
If you are not satisfied with our final response then please get back in contact. We are unlikely to change our decision without further evidence to support your complaint at this point.
If you have followed our complaints procedure and you are still unhappy with our response, then you can escalate the complaint to The Ombudsman Service. You can do this if the following applies:
Your complaint has been unresolved for more than eight weeks
We are not able to resolve your complaint and you are still unhappy with our response.
The Ombudsman Service is impartial and completely free for you to use.