Complaints Handling Procedure

Mapped to Ofgem Standards of Conduct and the Consumer Complaints Handling Standards Regulations 2008.

1. Purpose

This procedure sets out how complaints are handled to ensure compliance with:

Ofgem Standards of Conduct
The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008
Requirements of the Energy Ombudsman

Our objective is to treat customers fairly, communicate clearly, and resolve complaints promptly and effectively.

This service is entirely free, with no costs of any kind and is 100% impartial.

2. Definition of a Complaint

A complaint is:

Any expression of dissatisfaction made by a customer, whether justified or not, relating to our services, actions, omissions, products, billing, customer service, sales activities, or contract administration.

Complaints may be received verbally or in writing.

3. Complaints Handling Principles

In accordance with Ofgem’s Standards of Conduct, we will:

Fairness

Act honestly, transparently, and professionally.
Make it easy for customers to raise complaints.
Ensure customers are not disadvantaged by the complaints process.

Simplicity

Use clear, plain language.
Explain processes and outcomes in a straightforward manner.
Avoid unnecessary barriers to complaint resolution.

Timeliness

Resolve complaints as quickly as possible.
Keep customers informed throughout the investigation.

Accessibility

Provide multiple channels for complaints.
Offer reasonable adjustments for vulnerable customers.
Accept complaints from authorised representatives.

4. Making a Complaint

Customers may submit complaints via:

Telephone: 1491 526 000
Email: office@argentpartnership.com
Letter: The Keep, Creech Castle, Taunton, Somerset, TA1 2DX

The following information should be captured:

Customer name
Account or reference number
Contact details
Nature of complaint
Desired resolution

5. Complaint Acknowledgement

Regulatory Requirement

Consumer Complaints Handling Standards Regulations 2008

We will:

Acknowledge complaints promptly.
Provide a complaint reference number.
Explain the complaints process and likely timescales.
Advise customers of their rights under this procedure.

Target acknowledgement time:

Within 5 working days.

We allow complaints to be made and progressed through each stage either by:

Telephone: 1491 526 000
In person: The Keep, Creech Castle, Taunton, Somerset, TA1 2DX
In writing: The Keep, Creech Castle, Taunton, Somerset, TA1 2DX
By email: office@argentpartnership.com

6. Investigation Process

The complaint handler will:

Review all available evidence.
Contact relevant departments.
Assess whether any customer detriment has occurred.
Identify corrective actions.
Determine whether compensation is appropriate.

The investigation must be:

Objective
Evidence based
Proportionate
Fair to the customer

7. Resolution

Where a complaint is upheld, we may provide:

An explanation
An apology
Corrective action
Service improvements
Financial redress
Goodwill payments

Resolution decisions must be communicated clearly and in writing.

We would expect a resolution in 30 working days from the point that the complaint is received and acknowledged.

8. Keeping Customers Informed

Regulatory Requirement

Consumer Complaints Handling Standards Regulations 2008

Where a complaint cannot be resolved immediately, we will:

Provide regular progress updates.
Explain reasons for any delays.
Advise customers of expected completion dates.

Updates should normally be provided at least every 10 working days.

9. Vulnerable Customers

Ofgem Standards of Conduct

We will identify and support customers who may be vulnerable due to:

Age
Disability
Physical or mental health conditions
Financial circumstances
Language barriers
Temporary life events

Additional support may include:

Alternative communication formats
Extended response times where appropriate
Third-party representation
Accessibility adjustments

10. Final Response (Deadlock)

Regulatory Requirement

Consumer Complaints Handling Standards Regulations 2008

If:

We have completed our investigation and cannot offer any further resolution; or
The customer remains dissatisfied with our final position,
we will issue a Final Response (Deadlock Letter).

The letter will include:

A summary of the complaint.
Investigation findings
Final decision.
Any redress offered.
Details of the customer’s right to contact the Energy Ombudsman.

11. Energy Ombudsman Escalation

Customers may refer their complaint to the Energy Ombudsman if:

They have received a Deadlock Letter; or
Eight weeks have passed since the complaint was first raised and it remains unresolved.

Information regarding the Ombudsman will be provided in every Final Response letter.

Energy Ombudsman

Post: Energy Ombudsman P.O Box 966, Warrington, WA4 9DF
Phone: 03304401624
Email: enquiry@energyombudsman.org

Official website:
Energy Ombudsman

The Ombudsman service is independent and free for consumers.

12. Complaint Recording and Monitoring

Regulatory Requirement

Consumer Complaints Handling Standards Regulations 2008

We will maintain records including:

Complaint reference number
Customer details
Date received
Complaint category
Investigation actions
Resolution outcome
Date closed
Ombudsman referrals

Records will be retained for a minimum of six years unless a longer retention period is required.

13. Root Cause Analysis and Continuous Improvement

Complaint data will be reviewed regularly to:

Identify recurring issues.
Monitor customer outcomes.
Improve operational processes.
Reduce future complaints.
Demonstrate compliance with regulatory obligations.

Management information will include:

Complaint volumes
Complaint categories
Resolution times
Ombudsman referrals
Upheld complaint trends
Vulnerability-related complaints

14. Governance and Oversight

The Compliance Manager is responsible for:

Monitoring complaint performance.
Ensuring regulatory compliance.
Reporting complaint trends to senior management.
Reviewing this procedure annually.

Senior management will review complaint performance at least quarterly.

Regulatory Mapping Summary

Requirement	Procedure Section
Ofgem Standards of Conduct	Sections 3, 6, 7, 9
Easy access to complaints process	Section 4
Prompt acknowledgement	Section 5
Investigation and fair resolution	Sections 6–7
Keeping customers informed	Section 8
Vulnerability obligations	Section 9
Deadlock letters	Section 10
8-week Ombudsman rights	Section 11
Complaint records	Section 12
Continuous improvement	Section 13
Management oversight	Section 14