Complaints Procedure.
Woods Energy aims to provide a first-class service for all of our customers; however we recognise that
occasionally we may not achieve every aspect of that goal. In the unfortunate event that this should
happen, please take note of our Complaints Handling Procedure which will ensure your concerns are
addressed and resolved in a timeously manner.
If a complaint is lodged, we shall at all times, be courteous and respectful in our dealings with you. Our Complaints Handling Procedure is impartial, and a copy can be made available to you upon request. Should you not be satisfied with the outcome of your complaint, you have the right to complain to the Ombudsman. Steps on how to do so are listed in our procedure below.
Complaints Handling Procedure
Contact us: please contact us by email, telephone or post.
Email: sales@woodsenergy.co.uk
Telephone: 0203 861 6000
Post: 4 Baird Road, Enfield, England, EN1 1SJ
Our customer relations team are available business days 9am to 5pm.
Complaints Handling Procedure
Complaints Handling Procedure
Acknowledgement
We will, within two working days of receiving your complaint, send you an acknowledgement. In doing so we shall inform you of the designated complaint manager who will deal with your complaint throughout the process. Where possible, your designated complaint manager will be someone other than your previous point of contact with us.
Additional information or clarification
Your designated complaint manager may contact you seeking additional information, documentation, or clarification as to issues raised.
Your decision
We ask that, within ten working days of you receiving our decision, you let us know whether or not you accept our decision. If you do not accept our decision, then we may ask you to provide copies of any additional documents and information that will assist in our review of the initial investigation.
Decision review
Should you not accept our initial decision, we will then carry out a review. We will aim to inform you of the outcome of the review within ten working days of you telling us your decision. Similar to the initial decision process, in the event we are unable to provide our decision within ten working days, we will update you as to a revised decision date. We may also, during the decision review, ask you for additional information, documentation and/or clarification of issues raised.
Eight week letter
Whatever stage has been reached in the above process, if the complaint has been unresolved for more than eight weeks we shall send you an eight week letter. Once you have received that letter you are entitled to complain to the Ombudsman, steps on how to do so are listed below.
Deadlock letter
If you chose to reject our decision (either the original decision or a revised decision) we will then send you a deadlock letter. This letter confirms that you have rejected our decision regarding your complaint. You will have a period of 12 months from the date of the deadlock letter to approach Ombudsman Services.
The Ombusdman
If we’re not able to resolve your complaint directly, then you’re welcome to contact Ombudsman Services.
We subscribe to their Alternative Dispute Resolution scheme, so that customers have access to their free and impartial dispute resolution service. For more information please visit www.ombudsman-services.org.
The Ombudsman is an independent body that decides the outcome of disputes between us and our micro-business customers. There is no charge to you for the Ombudsman’s services.
Energy Ombudsman’s contact details:
Email: enquiry@energyombudsman.org
Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday)
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Website: www.energyombudsman.org
The Citizens Advice Bureau
If you need independent and practical advice you can also contact the Citizens Advice Bureau. This service gives you free, confidential and impartial advice.
Website: www.citizensadvice.org.uk