MaxSaver
Complaint Handling Procedure
At MaxSaver Energy we are dedicated to providing a professional and comprehensive service to all of our customers. However, we understand that there may be times when we fail to meet your expectations. If you are unhappy with our service for any reason, please do not hesitate to contact us. We take all complaints very seriously and will investigate the matter thoroughly in order to provide a quick and satisfactory resolution. We are constantly striving to improve our business practices and will use any feedback, positive or negative, to help us learn and grow. All complaints will be handled in the following stages:
Stage 1: As soon as we receive your complaint, we will begin to investigate it. We may ask for additional information or clarification to help us understand the situation better. If you wish to make a complaint, please contact us on:
Phone: 07386509551
Email:info@maxsaverenergy.com
Post: 66c Argyle Road, Ilford, England, IG1 3BG
Stage 2: We will look into the issues you have raised.
Stage 3: Our goal is to resolve your complaint within 3 working days, if we have all the information we need. However, if we aren't able to finish our investigation by then, we'll let you know what our progress is. We will update you on our progress every 7 days.
Stage 4: We will write to you within 8 weeks of your initial complaint to update you on the investigation's progress and to propose a resolution to the problem
Stage 5: We will act promptly on any resolution that is agreed upon.
Stage 6: Sometimes, even when both parties are working hard to come to an agreement, it just doesn't happen. If MaxSaver Energy reaches this point with you, we'll let you know in writing with a deadlock letter
If both parties reach to the stage 6 or the complaint has been in progress for more than 8 weeks and we (MaxSaver Energy) are unable to resolve the complaint then the complaint may be referred to the Ombudsman Services (Energy). This body is approved by OFGEM. If you are dissatisfied with our response and wish to take the matter further, you will need to contact the Ombudsman. The Ombudsman Scheme is free and impartial. MaxSaver Energy provides a resolution and determination service in case we and our customer cannot come to a resolution through our customer complaint procedure then the service of Ombudsman Services (Energy) is available to our customers so that they can have their voices heard and a resolution can be reached.
You can contact the Ombudsman either by post, email, letter or complete the form online.
Telephone: 0330 440 1624
Email: enquiry@energyombudsman.org
Post: Ombudsman Services Energy, PO Box, Warrington, WA4 9DF
Further information on the Ombudsman process can be found online at:
www.energyombudsman.org
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