Complaints Procedure

All clients/customers wishing to make a complaint can advise us of this via one of the following mediums:

• Phone: 01244571830
• E-Mail: gavin@innovativeenergy.co.uk
• Writing: Innovative Energy Consultancy Ltd, Dodleston House, Bell Meadow Business Park, Park Lane, Pulford, Cheshire, CH4 9EP

All complaints will be recorded and acknowledged by Innovative Energy Consultancy Ltd (IEC Ltd) to the client/customer (via their chosen medium) and they will be informed that the complaint will be analyzed and a response given with 14 days of when the initial complaint was received.

IEC Ltd will then investigate the complaint and the client/customer may be contacted at this point to provide additional information.

A decision on the complaint will then be communicated to the client/customer. If the client/customer is happy with the response (which could involve apologising or making a goodwill gesture), the complaint will be resolved.

If the client/customer is not happy with the response received or IEC Ltd has not responded within the defined timescales, then the client/customer can look to escalate the complaint for further investigation to the Ombudsman Services (who provide free, impartial support for our clients/customers to use).

Ombudsman Services can be contacted as follows:

• Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
• Phone: 0330 440 1624
• Email: enquiry@ombudsman-services.org

IEC Ltd is responsible for ensuring that it conducts a fair and efficient complaint-handling process. IEC Ltd commits that all individuals or organisations which make a complaint will be treated in a respectful manner and that all reasonable steps will be taken to protect their personal information. IEC Ltd endeavours to use all complaints and feedback submitted to encourage continuous improvements throughout the organisation.