The complaint handling procedure for ONS Energy typically involves several steps to ensure that customer concerns are addressed effectively and efficiently. Here's a general outline of what it might involve:
- Receipt of Complaint: The first step is for the ONS energy to receive the complaint from the customer. This could come through various channels such as phone calls, emails, or online forms.
- Recording the Complaint: The complaint should be documented accurately, including details such as the customer's name, contact information, nature of the complaint, and any relevant account or contract numbers.
- Acknowledgment: The ONS energy should promptly acknowledge receipt of the complaint to the customer, preferably within a specified timeframe. This acknowledgment serves to reassure the customer that their concerns are being taken seriously.
- Investigation: ONS energy will then investigate the complaint thoroughly. This may involve gathering additional information from the customer, reviewing relevant records or documentation, and possibly consulting with other departments or third parties as needed.
- Resolution: Once the investigation is complete, ONS energy should work to resolve the complaint in a fair and timely manner. This could involve various actions such as correcting billing errors, addressing service issues, or providing compensation where appropriate.
- Communication: Throughout the process, the broker should maintain open and transparent communication with the customer, keeping them informed of progress and any relevant updates.
- Closure: Once the complaint has been resolved to the customer's satisfaction, the broker should confirm closure with the customer and document the outcome for future reference.
- Follow-up: In some cases, it may be advisable for the broker to follow up with the customer after the complaint has been resolved, to ensure that they are satisfied with the outcome and to address any lingering concerns.
- Learning and Improvement: Finally, ONS energy should use the insights gained from handling complaints to identify any systemic issues or areas for improvement in their products, services, or processes, with the aim of preventing similar complaints in the future.
- • Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached
- • Energy Ombudsman is impartial and free to use
- • Energy Ombudsman can be contacted in the following way:
• Name: Energy Ombudsman
• Website: www.energyombudsman.org
• Email: enquiry@energyombudsman.org
• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
• Post:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF