Complaints handling procedure
At Master Energy Services we understand that now and again something may go wrong, and the client may not be happy with something. We take complaints extremely seriously, so if the client is not happy with any aspect of the sale or services that we have provided, we will do our utmost best to put this right.
Please call 01772 283380, email info@masterenergy.uk, or write to us and the relevant account manager will manage the initial complaint straight away. If the relevant account manager that has been previously dealing with the complaint has not been able to resolve any problems, then rest assured, we will keep in touch with you until it is finalised.
- A review will be carried out of all actions that have been taken, including all correspondence between the parties.
- We will keep you informed all the way through to resolution.
Time scales
- We will always do our best to resolve the complaint within 10 working days.
- If it takes longer than this, we will communicate with you and tell you the likely time scales, and keep you informed of any progress throughout.
- When complete, our response to a complaint will include an explanation or compensation that we will offer to put things right.
- In the unlikely event that you are not happy with how your complaint has been handled, the Energy Ombudsman offers an independent service that is free of charge.
- They will investigate independently and act as an arbiter to resolve any complaints.
Contact details for the Ombudsman:
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.org