Complaint Handling Procedure

Upset about something?

We want everyone we work with to be happy with the service we provide.

But if you are unhappy about the service you’ve received, we’d like to know about it so we can do our best to put things right. You are important to us and we welcome your feedback so we can make things better for everyone.
 

Step 1

In the first instance, contact us by any of the means below and let us know how you’d like to be contacted; please provide as much information as possible to help us resolve the complaint:

Call on: 07887732595
E-mail us: andrew@andrewsilley.com
or write to Andrew – Independent Energy Specialist, at:-

Arden
New Yatt Road
North Leigh
Oxon
OX29 6TL

Our aim is to reach a satisfactory resolution as quickly as possible, keeping you updated and working with you to achieve this.
 

Step 2

We hope that most concerns will be quickly and efficiently dealt with in 1 or 2 working days with an explanation, an apology or action taken to remedy the situation. Sometimes an issue may require more detailed investigation and so, after an initial acknowledgment, it may take up to 10 working days before the issue is resolved.
 

Step 3

If, after our response, you’re not satisfied with how It’s been dealt with, let us know and we’ll carry out a review of your case within 5 working days and send you our final resolution. Sometimes it may become apparent that we are unable to agree a satisfactory resolution. If so, we will write to you explaining things from our viewpoint and detailing what we consider would be an appropriate resolution.
 

Step 4

If you are a micro-business and we have not been able to reach a satisfactory resolution of your complaint or 8 weeks has elapsed without being able to agree a resolution, you will be able to raise a dispute with Ombudsman Services, our designated Alternative Dispute Resolution provider. They are a free and independent service to whom you will have the right to refer your case. They are committed to undertaking a full review of your concerns and the actions we have taken. If they determine there is action that we need to take in response to the review, their decision is binding on us.

They can be contacted at:

• Tel.: 0330 440 1624
• Email: enquiry@ombudsman-services.org
• Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

For independent advice, the Citizen’s Advice Service can also be contacted on the consumer helpline: 0808 223 1133