COMPLAINTS PROCEDURE

• Forward Energy UK Ltd are committed to continuous improvement and we will do our best to resolve any complaint – this may involve an apology, making a goodwill gesture or an offer of compensation.

• We will record the complaint and place this in a ‘Complaint Folder’, which will be ‘Password Protected’.

• We will forward a copy of our complaints process to the customer, via email or post.

• We will inform the relevant sales ‘Agent’, in writing (Letter Agent), that there has been a complaint made, explaining the nature of the complaint and we will ask the Agent not to contact the customer until the complaint has been resolved. We will also ask the Agent for their version of events in writing with their supporting documentation.

• We will inform the customer in writing (Letter 1), of their customer rights and what the customer can do if their complaint is not resolved to their satisfaction and within the given timescales. We will provide a list of names and telephone numbers that the customer can contact to assist or advise in the resolution of the query. Customers will always be treated with courtesy and respect as we also expect our employees to be likewise.

• If the complaint is not resolved with a satisfactory conclusion or within the specified timescales, we will write to the customer advising them that the complaint has been escalated (Letter 2) and we will provide a timescale for the query to be resolved (7 Working Days). If the complaint has not been resolved within the timescales, the complaint must be escalated to the Code Manager and all correspondence will be made available to them.

• We will log all correspondence to and from the customer and connected to the complaint.

• If the customer is still not satisfied with the response from the Director, or it has been unresolved for more than 8 weeks, they have the right to request moving forward via ADR (Advance Dispute Resolution) with the Ombudsman whose services are free and impartial.

• Contact details: –

Post – Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: enquiry@energyombudsman.org

Website: www.energyombudsman.org

NATURE OF COMPLAINTS

• Breaching the ‘Code of Practice’ and any Laws governing the selling of products.

• Mis-selling.

• Agents’ behaviour and attitude.

• General competence.

• Data Protection breach.

OUR COMPLAINTS PROCESS

Good customer service is a high priority within Forward Energy (UK) Ltd and when our clients advise they are unhappy with any aspect of the service they have received, we do our best to take action to put it right – for example we may offer an apology, make a goodwill gesture or offer compensation.

Forward Energy are committed to continuous improvement. This document tells you what steps to take if you find yourself in this position and wish to draw a matter to our attention by making a complaint. This service is free to all our customers who will, nevertheless, still be treated with courtesy and respect as we also expect our employees to be likewise.

Step 1. Making a complaint (or checking progress of a complaint)
Please contact us by phone, email or in writing and make a note of your reference number.
Phone: 01924 267742
Email: admin@forwardenergyuk.com
Post: Forward Energy (UK) Ltd
Ahed House
Dewsbury Road
Ossett
Wakefield
WF5 9ND

We treat all complaints seriously and guarantee a full investigation. If we are unable to fully investigate within 5 working days, we will keep you informed of our progress and let you know when you can expect a response.

Step 2. If you are unhappy with our first response
You can ask for your complaint to be referred to the Office Manager, who will review your complaint, try to resolve any outstanding issues and provide you with a further response within 7 working days. You can ask for the complaint to be referred to the Office Manager – or contact them by phone, email or post quoting your complaint reference number.
Phone: 01924 267742
Email: cheryl@forwardenergyuk.com
Post: Cheryl Boocock
Forward Energy (UK) Ltd
Ahed House
Dewsbury Road
Ossett
Wakefield
WF5 9ND

Step 3. If you are unhappy with our second response
If you are still not satisfied, or you think we may not have followed our complaints procedure correctly, you can ask for your complaint to be referred to the Director. How we dealt with your complaint to this point will be reviewed and you will receive a response which explains our final position within 10 working days. Please contact us by phone, email or in writing using the address details provided in step 2.

Step 4. Review
If you are still not happy with how we have dealt with your complaint, or we have written to tell you we weren’t able to resolve it, you can get in touch via the ADR Scheme (Advance Dispute Resolution), with the Ombudsman. They will be able to tell you what your rights are and what you can do to settle your complaint (including any costs that may be incurred). They will also expect you to have followed our complaints procedure first.
You can contact the Ombudsman via the following channels: –
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org

Additional Information
It would be helpful if you could provide us with any additional information to deal with your complaint (such as reference numbers) so that we can action it more quickly.
So that we can make improvements, we use the information gathered from complaints to identify any failures in the service we provide.
For additional information please refer to the full version of the Code of Practice. A copy of which can be found at www.tpicodeofpractice.co.uk