Discounted Energy Bills takes pride in effective management and timely resolution of any customer complaints as we hold our customers satisfaction at the core of our companies’ values and developmental plans and hence, we have a simplified approach to addressing customer complaints efficiently and offer resolution to all complaints that may arise.
At the onset we sincerely apologize if you have had to put up a complaint. In case such a situation does arise, intimate us immediately and we would resolve it to your satisfaction irrespective of how big or small the complaint is.
We have underlined the below mentioned steps to effectively deal with any complaint in a timely manner and to our customers satisfaction:
Step 1: We have multiple contact channels through which our customers can reach us.
Telephone: – 0203 744 2700 – Please give us a call to register a complaint or leave a message and the designated complaint analyst would call you back at the earliest to understand your complaint scenario and effectively try and offer a fair and logical resolution.
Letter: – You can write to us elaborating your complaint to our registered address: – Customer-Complaints Administrator, Hexigence Ltd., Carradine House, 237 Regents Park Road London, N3 3LF , United Kingdom
Email: – You can drop us an email to customercomplaints@discountedenergybills.co.uk
On receipt of your complaint, we will issue you a ticket number and assign a complaint handling analyst, who will call you back to pursue a fair and timely resolution.
We strive to offer you a fair resolution and hence do allow us 36-48 hours to ascertain the nature of your complaint and check all possible options to offer you a resolution however, simple resolutions would take much lesser time frames.
Step 2: At times we come across complaints those are complex in nature and needs further introspection and analysis for a fair resolution. In such rare cases the complaint would be escalated to the Complaints Admin Team which consists of the directorial board of the company including the Managing-Director. While this team assess the nature of the complaint and find a way to offering a suitable resolution, one member of the team will be in constant touch with the customer to keep them apprised about the findings and procedures. We hope and endeavor to solve the complaint at this stage for good, however in case the resolution seems non-satisfactory, the customer has other options to pursue as well.
Step 3: Incase due to any unforeseen circumstances our best efforts do fail, and we are unable to resolve a complaint within 8 weeks from the day the complaint was registered we would then categorize it to be in a deadlock. We will further issue a deadlock letter to the customer making them aware of the entire procedures undertaken and advice and encourage the customer to pass on the complaint to the Ombudsman.
Ombudsman Team can be contacted on:
Tel: 0330 440 1624
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Email: enquiry@ombudsman-services.org
Every complaint as and when they arise is a learning curve for us and a fair and timely resolution is what we strive for. Every happy customer at the end smoothens our growth as a company.