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COMPLAINTS PROCEDURE

At Right Price Energy we continually strive to ensure our customers receive the highest level of expertise and customer service at every stage. However, we recognise occasionally something does go wrong, and whilst being sorry to hear we are fully committed to fixing it as efficiently as possible. 

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Please get in touch

  • By telephone: 01143600901

  • By email: complaints@rightpriceenergy.com

  • By letter: Complaints, Right Price Energy,  Tigh-na-Brauich, Lakeside, Bakewell, Derbyshire, DE45 1GN

 

 

Complaints Procedure

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If you consider that you have cause to complain, this web page will advise you:

  • How to make a complaint

  • The procedures we are committed to follow to ensure your complaint is dealt with fairly and promptly

  • Should you not be satisfied with our response what options are open to you

 

Right Price Energy aims to provide all customers with the highest level of service but at times mistakes can happen. All complaints are managed quickly, courteously, and fairly. If it becomes clear a mistake has been made you can expect anyone, or a combination, of the following:

  • An apology

  • A full explanation

  • Details of any appropriate remedial action taken

  • An award of compensation in appropriate circumstances

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Our Complaints handling procedure

1, We will acknowledge your complaint in writing no later than five working days after receipt and aim to resolve your complaint as soon as possible

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2, We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If for whatever reason we were unable to resolve the complaint within eight weeks from the date we received your complaint, we will write to you explaining why this was not possible and indicate further timescales. You are welcome to contact us at any time throughout the investigation process..

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3, If you are not satisfied by our initial response, you can ask for your complaint to be reviewed again and supply any additional information you bzelieve may be relevant. Your complaint will be reviewed fully once more and you will be provided with our final response. This will be issued within four weeks of the date we received your review request.

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4, If after 8 weeks from receipt of your complaint, whatever stage has been reached in the above process, we will send you

an eight-week letter. Once you have received that letter you are entitled to complain FREE of charge to the Ombudsman, more details as to that step are below.

 

5, If you chose to reject our decision (either the original decision or a revised decision) you will be sent a Deadlock Letter.

This letter confirms that you have rejected our decision regards to your complaint. Once you receive this letter you are entitled to complain to the Ombudsman.

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Independent Advice

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Citizens Advice Consumer Service

For free, independent and impartial advice to gas and electricity customers. You can contact the Citizens advice consumer service on 03454 040 506 or visit their website www.citizensadvice.org.uk/energy.

 

Ombudsman Services: Energy

The Energy Ombudsman is a free service approved by Ofgem (UK Gas and Electricity Regulator) to independently handle energy disputes between consumers and energy suppliers.

 

For more information visit their website www.ombudsman-services.org

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

 

Ofgem’s Complaint Handling Standards Regulations

We must handle complaints from customers as set out by the energy regulator, Ofgem. These regulations are called The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. To view a copy click here.

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Definition of a micro business

A micro-business must meet one of the following criteria:

  • Has fewer than 10 full-time equivalent employees and an annual turnover or annual balance sheet total of less than                €2 million a year

  • OR Uses less than 293,000 kWh of gas per annum

  • OR Uses less than 100,000 kWh of electricity per annum

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