LG Energy Group always aim to achieve the highest possible standards in all areas of our business and particularly in dealing with both our customers and suppliers.
There are of course times when things go wrong. This page outlines our internal ‘Complaints Procedure’, and advises you to whom you can complain, and how you can expect your complaint to be dealt with.
If you require any further information regarding this, you can contact our Customer Services team on 01253 767222
STAGE ONE – YOUR COMPLAINT
What is a complaint?
If you are dissatisfied with ANY aspect of the service we provide, for whatever reason, this is a complaint and will be dealt with under the following procedure.
How can a complaint be made?
You can make a complaint in person directly to our office, by telephoning 01253 767222, by a written letter addressed to our Complaints Manager at the address shown below, by fax to 01253 603738 or by email to info@lgegroup.com.
Who does the complaint need to be addressed to?
Your complaint should be directed to our Complaints Manager and will always be investigated by someone independent of the original problem.
Does my complaint need to be on a complaints form?
No, however please make the following points clear:-
- That you are making a complaint
- The reason for your complaint
- If appropriate, the person you are complaining about and what it is you consider they did wrong
- How you have been affected
- Any suggestions you have as to how the issue could be resolved
Your complaint will still be fully considered even if all of the above information is not included.
STAGE TWO – OUR FIRST RESPONSE
What response should I expect to receive from my complaint?
Within five business days (i.e. five days but not including weekends or public holidays) of receipt of your complaint, we will send to you:-
- A written acknowledgement confirming who will be dealing with your complaint and how you can contact that person
- An indication of how long it will take to resolve your complaint
- A copy of this complaints procedure
What if LGE needs further information from me?
If we need further information we will request it from you by return. Even if you do not provide the information, we will still continue with this complaints procedure. In that case we will only be able to resolve the complaint acting on the information available.
STAGE THREE – WHEN CAN YOU EXPECT A REPLY
We will aim to complete our investigation within four weeks from receipt of your complaint. If we are unable to do so we will contact you in writing after four weeks to advise you that our investigations are continuing, along with the reasons why we have not yet resolved the problem and when you can expect us to make further contact.
If the process is going to take more than eight weeks, we will contact you again in writing to advise:-
- We need more time and the reason for this
- An estimate of how long we think it will take us to resolve your complaint
- If you are not happy with the delay what steps you can take to pursue the complaint further (including your rights to refer the matter to OFGEM, if this applies to your case)
STAGE FOUR – OUR RESPONSE
Once our investigation is complete, we will write to you with our findings.
This response will set out:-
- Our findings
- If your complaint is upheld, how we intend to rectify the situation
- If your complaint is not upheld, our reasons for coming to this decision
- Your rights of appeal against our decision
- Details of what steps you can take to pursue the complaint (including your rights to refer the matter to OFGEM, if this applies to your case)
What do I need to do next?
If you accept our findings you will need to confirm in writing. If you do not write to us within eight weeks of receipt of our response, we will assume you are satisfied with the outcome of the complaint and will not write to you again. Any offer of redress or other proposals we have made will be automatically withdrawn.
If you do not accept our response and wish to take the matter further, you can appeal against the decision. You simply need to contact The Complaints Manager in writing and advise us that you wish to appeal against the outcome of the complaint along with the reason why you remain dissatisfied. The case will then go on to the appeals stage.
STAGE FIVE – THE APPEALS STAGE
You have eight weeks from receiving our response in which to appeal. Your case will then be re-considered by another person who will review the decision made. You will receive another letter, called a “final response” within eight weeks of your original complaint (however, this time limit may be extended by the number of weeks you took to appeal against our first response less one week).
- The final response will be a letter advising you:-
- That we have finished reviewing your appeal
- The outcome of the review
- If your complaint is upheld, how we intend to rectify the situation
- If you complaint is not upheld, our reasons for coming to this decision
- That if you remain unhappy with our final response, what steps you can take to pursue the complaint (including your rights to refer this matter to OFGEM, if this applies to your case).
STAGE SIX – I AM STILL DISSATISFIED AFTER THE APPEAL
Everyone we deal with is covered by this complaints procedure. The formal notice after appeal stage will be the end of our formal complaints procedure.
After this you will be referred directly to OFGEM who will be able to assist you further should this be necessary if this has not been resolved directly with us.