0161 833 8661

COMPLAINTS

The complaints handling procedure is explained step by step, ensuring all complaints are logged and dealt with efficiently and smoothly.

Watt.co.uk aims to provide the highest standards of service and get things right first time.  The complaints that we receive, however minimal, help us to better understand how we are performing, lessons we can learn and the improvements we can make.

WHO ARE WE?

The Watt.co.uk team of experts have extensive knowledge of the utilities sector and are committed to providing a friendly, professional level of service. Monitoring the market daily, Watt.co.uk provide our customers with the most competitive rates on the market, ensuring each business has the most suitable utility contracts for their needs. We pride ourselves on providing the highest standard of customer service whilst continually looking for ways to improve.

WHAT DOES THIS COMPLAINTS POLICY COVER?

Watt.co.uk considers a complaint to be a formal expression of dissatisfaction about any aspect of our service by a person who has been directly involved in the service complained of.  We take complaints seriously.  We will respond to complaints effectively and deal with them sensitively, fairly, and thoroughly.  All complaints will be treated in the strictest confidence.

WHAT COUNTS AS A COMPLAINT?

A complaint is contact from a customer who is not happy with our service, this can be recorded by phone, e-mail, or letter.

WHY HAVE YOU CONTACTED ME, I AM T.P.S?

If you have recently selected T.P.S. Telephone Preference Service or F.P.S. Fax Preference Service, we will remove you from our database ensuring you are not contacted in the future by Watt.co.uk, we apologise for any disruptions this may have caused your business.

FUTURE CUSTOMER SERVICE

We are committed to improve the service you receive; we may contact you for feedback on the service you have received. If you have any suggestions on how we can improve our service, please let us know.

HOW TO MAKE A COMPLAINT?

Contact us in one of the ways listed below. Our Complaints Officer will try to help and assist with your query or complaint straight away.  We can call you back, write to you or arrange a call back for a later time.  We may record the call for training and verification purposes.

OUR CONTACT DETAILS ARE:

Reception: 0844 371 2975
Monday to Friday 9am – 5pm
Email: resolutions@watt.co.uk

Write to us:
Watt.co.uk
Customer services
St Ann’s House
5th Floor
St Ann’s Street
Manchester
M2 7LP

THE COMPLAINTS PROCESS

There are two stages to Watt.co.uk complaint’s process.

STAGE ONE

We have a designated complaints officer who will respond to you.  You will receive an email receipt within 24 hours acknowledging your complaint. A case will be opened, and the investigation will begin.

We do try to resolve complaints in an efficient and timely manner. A full response to the complaint will be provided by the Complaints Officer within 28 days if it cannot be resolved in the first instance.

STAGE TWO

If you are not happy with how we have dealt with your complaint, with your permission we will escalate to the independent code manager.  Some complaints maybe more complex than others.  In this instance, a full audit of your complaint will be conducted, and we will try and resolve your escalated complaint within 28 days.

If it is not possible to conclude the full investigation within 28 days, we will contact you to explain why there is a delay and to give you a revised estimate of how long it will take us to respond in full. In our final reply, we will let you know what we have found and explain how and why we came to our conclusions.

If you are a micro business and we haven’t been able to solve your request within 8 weeks, or we can’t agree a way forward with you, we will write and let you know that you have the right to refer your complaint to the Ombudsman Services: Energy

You don’t have to accept their decision, but if you do, we’ll act on what they say.

Ombudsman (for micro businesses)
Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF
Telephone: 0330 440 1624
Textphone: 0330 440 1624
Email: enquiry@ombudsman-services.org