How we handle complaints?
At RBP Energy Solutions, we value our customers and ensure we handle complaints and issues with the utmost care and responsibility. We thoroughly identify and systematically handle what went wrong to make it as equitable as possible.
Hence, this Complaints Procedure outlines what you can expect if you raise a complaint with us, ensuring consistency and efficiency in our response.
How to Lodge a Complaint?
We are committed to providing satisfactory services and welcome your thoughts and suggestions. Hence, please don’t hesitate to contact us if you have any feedback on our service or energy suppliers.
Contact details:
- Contact number: +44 7984 863923 / +44 7817 085352 / +44 7789 513696. Our lines are open from: 10:00 AM to 6:00 PM, Monday to Friday (excluding bank holidays)
- Email: [email protected]
- Post: 4 Weald Lane, Harrow, HA3 5ES
What can you expect when we take over the complaint?
- If you make an oral complaint, we will send a written report outlining the complaint’s key takeaways.
- We will acknowledge receipt of complaints by email or post within 2-3 working days.
- We will frequently update you on the progress of your complaint once every 2-3 working days.
- We will try our best to resolve your complaint within 2-4 weeks.
- If there is a situation where we cannot resolve your complaint within the defined timeframe, we will transfer the complaint to the Independent Code Manager as part of our TPI Code of Practice. They will send an initial response within 7 working days and proceed with further steps.
- If your complaint is upheld, we will offer fair compensation for the inconveniences, errors, or omissions.
- If you are not satisfied with our response to the complaint, you can contact the Energy Ombudsman at 03304401624.
Thank you for allowing us to help you solve your problems. Your continuous feedback ensures we remain your trusted energy solution provider, offering better solutions that adhere to your requirements.