Complaint Handling Procedure
Introduction
At Version28, our commitment to delivering exceptional services is unwavering. We recognise, however, that there may be occasions where our services do not meet your expectations. Our Complaint Handling Procedure ensures all concerns are addressed promptly, fairly, and with the utmost respect.
How to Make a Complaint
We welcome complaints through various channels for your convenience:
- Email: complaints@version28.com
- Postal Mail: 421 Tonbridge Road, Maidstone, Kent, England, ME16 8NJ
Please include as much detail as possible to help us understand and resolve your complaint effectively.
Our Complaint Handling Process
- Acknowledgement
- Within 3 business days of receiving your complaint, we will acknowledge it, providing you with the name and contact details of the individual handling your case.
2. Investigation
- A dedicated team member will thoroughly investigate your complaint. We may contact you to request further information or clarification to ensure a comprehensive review.
3.Resolution
- We strive to resolve complaints within 15 business days. Resolutions may include an apology, a goodwill gesture, or compensation, depending on the nature of the complaint.
- Should we be unable to resolve your complaint within this timeframe, we will inform you of the delay, the reasons behind it, and an estimated resolution time.
4.Communication
- You will receive a detailed response outlining our findings, the steps taken during our investigation, and the resolution proposed.
5.Escalation
- If you are dissatisfied with the initial resolution, you can request an escalation. Your complaint will be reviewed again, ensuring thorough consideration.
6.Energy Ombudsman
- If we cannot resolve your complaint to your satisfaction within 8 weeks, or if you are dissatisfied with the outcome, you may refer your complaint to the Energy Ombudsman. This service is impartial and free for our clients. We will provide you with all the necessary information to take this step.
Post:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9D
Phone:
0330 440 1624
Email:
enquiry@energyombudsman.org
Courtesy and Respect
We ensure that all clients making complaints are treated with courtesy, respect, and fairness throughout the process.
Record Keeping
We maintain detailed records of each complaint, including the complainant's details, the nature of the complaint, actions taken, and the final outcome. This helps us continuously improve our services.
Accessibility
This Complaint Handling Procedure is available on our website and can be provided via email or post upon request, at no charge.
Review and Improvement
Our Complaint Handling Procedure is regularly reviewed to enhance our service quality and ensure alignment with best practices and regulatory guidelines.