“Watt Tariff have an enviable track record of business solely by recommendation and now we are signed up to the new energy ombudsman scheme for exemplary customer service”
We are pleased to announce that we are now signed up for the ombudsman scheme that aims to set a new standard in service for energy brokers and remove the uncertainty in customer service.
“This binds Watt Tariff services to the highest standards of customer service and provides all our clients with a free to use, legally binding dispute resolution solution and shows our clients we can be trusted to handle your queries with respect and dignity in an energy ombudsman approved service with real accountability “.
Our complaints procedure is outlined below:
Complaints Procedure
At Watt Tariff, our clients know we go above and beyond to give our customers the service and respect they deserve. However, if there is ever an issue you want to bring to our attention or you would like to make a complaint, we take these very seriously and you can let us know by following the steps below.
All complaints will be treated in confidence with courtesy and respect.
Our Responsibilities
To provide an efficient, fair, and structured mechanism for handling complaints.
To provide all our customers regardless of disability with access to the complaints handling process.
To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
We will meet regularly to review our complaints & procedures so that we can commit to continuously improving.
Summary and how to make a complaint
STEP 1:
We want to try and resolve your complaints as soon as possible, so we urge you to call our customer service team manager directly on 020 3151 9081.
Complaints can be made and managed over the phone or by email or letter:
Email us at admin@watttariff.co.uk
Call us on 020 3151 9081.
Write to: Customer Service Manager, Watt Tariff Ltd 20-22 Wenlock Road, London N1 7GU
Equality of access for all is at the core of our business and we work with many diverse groups of people. If you have any particular way you would like to be contacted, we are happy to communicate however you prefer. We can also provide responses as machine readable PDFs, in large print, as audio files.
You may also ask someone else to deal with your complaint on your behalf, all you have to do is name them in your complaint and we will ensure that they are contacted directly instead of you.
If English is not your first language, you may write to us and we will have your complaint translated.
Please include this information with your complaint:
- Business name and address
- Contact name & number
- Account number or mprn or mpan (You can find these on any bill)
- Details of the problem and any suggestion of how you would like us to put it right
STEP 2:
Handling Your Complaint.
When we receive a complaint, we will acknowledge your matter via email or in writing within two business working days.
Your complaint will be logged, and we will aim to resolve the problem within seven business days; we’ll give you a reference number and contact you as soon as we’ve sorted out your issue.
If we haven’t resolved your complaint within seven business days, we’ll contact you to explain why and what we are doing to resolve your issues and/or the next stage is.
We will keep in touch with short messages on progress on a daily basis.
In the unlikely event your complaint has not been resolved in 8 weeks. We will write to you with your options. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
STEP 3:
We will advise you in writing of the outcome of your complaint, which could include an apology, making a gesture of goodwill or giving compensation.
Your Options
If you are unhappy with our final resolution, we have reached deadlock, or it’s taking too long to resolve your complaint (8 weeks or more) then you are welcome to contact Ombudsman Services.
Ombudsman Services offer an alternative dispute resolutions scheme (ADR Scheme), so if you are unhappy with our final decisions, we have reached a deadlock, or we haven’t resolved your issue in 8 weeks, you can raise a complaint by contacting them on 0330 4401624, Email: enquiry@ombudsman-services.org or Web : www.ombudsman-services.org or write to them at PO Box 966, Warrington, WA4 9DF.
The Ombudsman Service ADR service is free of charge.