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Somerford Energy Consultancy Limited

Complaints Procedure

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updated 11/04/2025

 

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Introduction

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Somerford Energy Consultancy is committed to providing the highest level of professional expertise and customer care.

 

However, we recognise that sometimes things can go wrong, and you may wish to raise a complaint.

 

We are dedicated to resolving any issues as quickly as possible and remain committed to continuous improvement.

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This guide outlines our procedure for handling complaints fairly, efficiently, and effectively.

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We want to assure you that all complaints will be treated with courtesy and respect.

 

 

How to Submit a Complaint

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You can raise a complaint through the following channels:

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  • By Phone:                         07793 810908

  • By Email:                           joe@somerfordenergy.co.uk

  • By Post:                             Somerford Energy Consultancy Limited

71-75 Shelton Street

Covent Garden

London

WC2H 9JQ

 

To help us investigate and resolve your complaint efficiently, please provide as much relevant evidence or documentation as possible to support your complaint.

 

 

Our Complaint Handling Process

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Once we receive your complaint, we will follow these steps:

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  • Acknowledgement:

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We will contact you to acknowledge receipt of your complaint and gather any further information required to resolve the result satisfactorily within two business days.

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  • Initial Assessment:

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We will review your complaint and log it in our system, keeping a record of the complaint including the date the complaint was received. We will also explain the steps of our complaint handling process to you.

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  • Keeping You Informed:

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We will keep you updated on the progress of your complaint at least every three working days.

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  • Investigation:

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We will thoroughly investigate your complaint, which may involve speaking to all relevant parties and reviewing any supporting documentation.

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  • Aiming for Resolution:

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We will endeavour to resolve your complaint as quickly as possible, aiming for a resolution within two weeks.

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  • Regular Updates:

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If we anticipate that resolving your complaint will take longer than our initial target timeframe, we will provide you with regular updates and manage your expectations accordingly.

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  • Proposed resolution:

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Once our investigation is complete, we will notify you of our proposed resolution. This will be clearly explained in writing and may include an explanation of what went wrong, an apology, a practical action to be taken to correct the problem, and/or a financial offer of compensation, depending on the nature of the complaint.  

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  • Complaint Closure:

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We will close your complaint once we have confirmation that you are satisfied with the resolution. All outcomes from formal complaints will be communicated to you in writing.

 

 

If You Remain Unhappy:

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If we are unable to resolve your complaint directly, you are unhappy with the proposed remedy or if your complaint has remained unresolved for a period of 8 weeks, you have the right to refer your complaint to the Energy Ombudsman, who administer the Alternative Dispute Resolution process.

The Energy Ombudsman's service is impartial and free for you to use.

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You can contact the Energy Ombudsman using the following details:      

         

 

 

Our Commitment to your complaint

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  • Accessibility: This Complaint Handling Procedure is visible and accessible on our website at www.somefordenergy.co.uk or available in writing upon request.

  • Confidentiality: We will handle your complaint with appropriate confidentiality, and your personal information will only be shared with those involved in investigating and resolving your complaint.

  • Review and Improvement: We regularly review the complaints we receive to identify trends and areas where we can improve our services, reinforcing our commitment to continuous improvement.

  • Mutual Agreement: We aim to resolve all complaints by coming to a mutual agreement that is fair and satisfactory for you.​

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