As a member of Ombudsman Service Energy Broker ADR Scheme, we have in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements. Our Complaints Handling Procedure (CHP) has two stages.
Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction.
If you are not happy with our response, you will have the opportunity to take your complaint to stage two. In the few instances where this is not possible, we have subscribed to the Alternative Dispute Resolution Scheme to provide an effective Alternative Dispute Resolution (ADR) scheme for our customers. This is a completely free service for the customers.
Stage Two gives you the client, the opportunity to have your complaint reviewed and considered by an independent dispute resolution service.
If you have spoken to us about your complaint. The best way to get a complaint resolved quickly is to call us at 0200 888 2612 to speak to our Customer Service advisors. If you cannot call us, you can email us at complaint@onpointutilityservices.co.uk or write to the Customer Services Team, ONPOINT UTILITY SERVICES LIMITED, Suite 23, 63/66 Hatton Garden Fifth Floor,London EC1N 8LE.
We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.
If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent dispute resolution service.
The Customer Resolution Team will acknowledge your complaint before conducting a full review and completing further investigations if needed. They’ll get back to you within 10 working days either on the phone or in writing. We make sure you can identify where you are in the process and what should be happening next:
We will always try to resolve your complaint in the first instance with our Customer Services Team, who have the authority to deal with the majority of complaints.
To resolve your complaint, we may offer an apology, explain why certain action has been taken also provide remedial action where something went wrong or make an offer of compensation.
If you do not accept our final offer in terms of complaint resolutions and the complaint is unresolved for more than 8 weeks we will send you a written notification of your right to apply for an ADR scheme or a Deadlock Letter. We can send you a Deadlock Letter before 8 weeks if at any point we are unable to resolve your complaint.
ONPOINT UTILITY SERVICES LIMITED is committed to resolving complaints quickly and to the satisfaction of our customers.
In the few instances where this is not possible, we have subscribed to the Alternative Dispute Resolution Scheme to provide an effective Alternative Dispute Resolution (ADR) for our customers. This is a completely free service for the customers.
Below are the principles of the ADR Scheme, ONPOINT UTILITY SERVICES LIMITED commits to:
If you would like to escalate your complaint, use this link to get familiarized with Ombudsman Services processes
You can call Ombudsman Services on 0330 440 1624 you can also email
enquiry@ombudsman-services.org and you can write to their customer service team: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF.
Behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts they live.Behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts they live.
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