Complaint Handling Policy

What is considered as a complaint?

A complaint is any contact from, or on behalf of, a customer or potential customer who is not satisfied with any part of our service.

How will we address a complaint?

We always want the opportunity to resolve any issues our customers have so want to hear about it as soon as possible. You can contact us through the following methods and we will acknowledge your complaint within 2 working days of receipt:

Phone: 02476 997 901

Email: enquiries@equityenergies.com

Writing: Director of Client Services Complaints, Head Office: Unit 10 Bow Court, Fletchworth Gate, Coventry, CV5 6SP

Our commitment to the customer

Equity Energies are committed to providing the highest possible standard of customer service but at the times when a customer feels our service falls short of this, we will endeavour to resolve your complaint quickly, efficiently and within 28 working days. In the event that a complaint cannot be resolved within this timeframe we make the commitment to ensure that customer is kept informed and updated on the progress throughout its journey. You can be assured that all of our complaints will be investigated thoroughly and appropriate actions taken.

Upon resolution, we will give the customer written acknowledgement that the complaint is closed, including (where appropriate) an apology, an explanation and/or compensation. We’ll also provide feedback on what we have done to put things right.