COMPLAINTS
Complaint Handling Procedure
Handling Your Enquiry or Complaint What Can You Expect From Us
What You Can Expect From Us
• We always aim to respond promptly to your enquiry
• We will treat you with fairness and courtesy at all times
• We will teat in confidence any personal or financial details you give us
• We will try to resolve your enquiry the first time you contact us
• We will clearly explain any action we intend to take to resolve your enquiry
• If we need more time to look into your query, we will keep you informed about our progress,
usually by telephone
• If you are making a complaint we aim to resolve it as quickly as possible. If we can’t resolve your
complaint immediately, we will give you a unique reference number
• If you are not satisfied with the way we handle your enquiry, we will tell you about other steps you
can take
Handling Your Enquiry or Complaint Resolving Your Complaint
ResolvingYourComplaint
In order to resolve your complaint as quickly as possible, we follow a 3 stage process – which
we’ve outlined below.
Stage 1 - Contact us with your complaint - steve@optbus.co.uk or telephone 09796 921635
Stage 2 - We’ll record your complaint, give you a unique complaint reference number and try to
resolve your issue straight away. We’ll work to resolve your complaint.
Stage 3 - If we have been unable to resolve your case straight away. We will signpost you to our
complaints handling procedure on our website, and offer to send a copy via email or post.
Your dedicated complaint handler will aim to resolve your complaint as quickly as possible. They
will keep you informed of progress until we can fully resolve your complaint.
When your complaint handler first gets in touch with you, they will provide contact details so you’re
able to get in touch via any of our contact channels while they are working to resolve your
complaint. Rest assured, we will work hard to resolve your issue within 8 weeks.
Making sure you’re happy with our proposed solution
If after 8 weeks a resolution hasn’t been reached to your satisfaction, you have the right to contact
the Ombudsman Service: Energy to review your case. (This is a free service) Please note, you
may also be able to refer your case to the Ombudsman Service: Energy if you do not accept our
final offer of resolution.
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Potential outcomes to your complaint
As part of the resolution of your complaint:
• We will apologise for the issue and the fact you have had to contact us to have your complaint
resolved
• We will resolve your issue, and where possible, explain what went wrong
• We will consider if a goodwill payment is appropriate as part of the resolution to your complaint,
ensuring you are not left out of pocket
We will always try to solve a problem to your satisfaction, so if you are not happy with our response
to your complaint, please tell us.
If we can’t reach an agreement with you to resolve your complaint, we will send you a “final offer”
letter (known as “deadlock”). You can then seek independent advice from the Ombudsman
Services: Energy.
If you decide to do this, you must contact the Ombudsman Services: Energy within 12 months of
receiving our “final offer” letter. You can also contact the Ombudsman Services: Energy if you have
not yet received a “final offer” letter from us, but 8 weeks have passed since you first complained.
The Ombudsman is there to help resolve disputes between energy suppliers and their customers.
It is free to use their services, and they are totally independent – so they do not take sides, and
make their decision based only on the information available. You do not have to accept their
decision.
If you agree with their decision, we have to act on what they say. This may mean we have to
apologise, explain what has gone wrong, correct the problem or where applicable offer a form of
compensation or goodwill.
Ombudsman Services: Energy
Telephone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Website: ombudsman-services.org/complain-now
Or write to: Energy Ombudsman, PO Box 966, Warrington WA4 9DF