COMPLAINTS PROCEDURE

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. This page 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.

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 via phone, email or post quoting your complaint reference number, who will review your complaint and try to resolve any outstanding issues and provide you with a further response within 7 working days.

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 have dealt with your complaint to this point will be reviewed and you will receive a response which explains our final decision within 10 working days. Please contact us by phone, email or in writing using the address details given in step 2.

Step 4. Review

If you are not happy with how we have dealt with your complaint or we have written to tell you we aren’t able to resolve it, you can get in touch with the Ombudsman. They will be able to tell you what your rights are and what you can do to settle your complaint. They will expect you to have used our complaints procedure first.
You can contact the Ombudsman by email: osenquiries@os-energy.org

Additional Information
• It will be helpful if you can give us any additional information to do with your complaint (such as reference numbers) so that we can deal with it more quickly.
• So that we can make improvements, we use the information gathered from complaints to identify 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