Company Complaint Procedure

Making a Complaint

At Win Energy Ltd, our aim is to provide excellent service 100% of the time, but we understand that sometimes things can go wrong. We work hard to resolve any issues as quickly as possible with the following approach to handle complaints effectively.

Making a Complaint Over the Phone or Email

If you contact us via telephone or email, our Account Managers will attempt to resolve your issue immediately by providing the relevant information. If the matter cannot be resolved right away, the advisor will log your complaint or acknowledge your email.

In some cases, we may need up to 3 weeks to resolve the issue. If so, we will keep you informed within this timeframe.

We aim to resolve complaints within 5 working days. If more time is required, you will be kept updated. You will always have a single point of contact to avoid repeating your concerns, and a detailed, transparent explanation will be provided regarding your query.

Resolving a Complaint

Your designated point of contact will propose a resolution. You may accept or reject the resolution based on your satisfaction.

• If accepted: The complaint is considered resolved.
• If rejected: The complaint will be escalated.

Escalated Complaint

Your complaint will be escalated to our executive team, who will impartially reassess the complaint and the proposed resolution. If they find the resolution unfair, a new one will be offered.

• If accepted: The complaint is resolved.
• If rejected: The complaint proceeds to the next stage.

Types of Resolutions

Possible resolutions may include:

• An apology for the inconvenience or misunderstandings caused.
• A goodwill gesture as a token of understanding and to address the inconvenience.
• Compensation, based on the outcome of the complaint.

Complaint Deadlock and The Energy Ombudsman

If your complaint is under 8 weeks old and we cannot resolve it, a deadlock letter will be issued. If it's over 8 weeks old and unresolved, you'll receive a letter advising you that you can contact The Energy Ombudsman.

The Ombudsman provides a free, independent, and impartial service. You are not obliged to accept their decision, but if you do, we will implement it – whether that means an apology, an explanation, a fix, or compensation.

Note: Once you contact The Energy Ombudsman, we can no longer work with you directly to resolve the complaint.

Learning from Customer Complaints

At Win Energy Ltd, we believe resolving complaints at the first instance helps build customer loyalty, trust, and reputation. We thoroughly record, analyze, and report each complaint. These insights help us enhance our services, prevent similar issues, and adopt best practices to ensure exceptional service and prevent future disputes.