Complaints

Making a Complaint

City Energy Network Ltd aims to provide the highest standard of service to every customer.

If you are not completely happy with our service, we’d like to hear about it so we can do something to put it right.  All concerns we receive are taken seriously.

We do everything we can to make sure our customers get the best products and service possible.  However, sometimes we may not get things right the first time.

When that happens, we want you to tell us what went wrong so we can put matters right.

We want to:

• Make it easy for you to tell us what went wrong;
• Give your complaint the attention it deserves;
• Resolve your complaint fairly without delay; and
• Make sure you are satisfied with how your complaint was resolved

How and where to complain

If you are not happy with any aspect of our service or products, you can tell us about your complaint in the following ways:

In writing
Write to us at City Energy Networks Ltd, Coptic House, 4-5 Mount Stuart Square, Cardiff, CF10 5EE or email us at info@cityenergy.org.uk.  Address your correspondence to the Office Manager.

By telephone
Call us on 02920 499183 during our office hours and ask for our Office Manager.

How long will it take

We aim to resolve your complaint straightaway but if we can’t then we will write to you within three business days to tell you:

• Why we have not resolved your complaint;
• Who is dealing with your complaint; and
• When we will contact you again.

We aim to resolve your complaint quickly but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update please call us on 02920 499183 and ask to speak to the person handling your complaint.

If we cannot reach an agreement with you

If we can’t agree a solution with you within eight weeks, we will

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.

OR

• Issue our final decision letter which will explain our final position.

Our aim is to resolve all complaints internally.  However, if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), the Green Deal Ombudsman Service (GDOS), Information Commissioner’s Office (ICO) or another Alternative Dispute Resolution Provider.

Complaints

If you are not satisfied with any aspect of our service or products, please tell us about it.

Telephone us on:        02920 499183
Email us at:                 info@cityenergy.org.uk

Write to:    Office Manager, Coptic House, 4-5 Mount Stuart Square, Cardiff, CF10 5EE

Should you be unhappy with our final response, you may refer your concerns to an external oversight organisation. We will tell you which one is best placed to discuss your concerns.

Financial Ombudsman Service (FOS)

If you would like the Financial Ombudsman Service to look into your complaint about a financial product or service you must contact them within six months of the date of our final response letter. Only complaints relating to the sale of financial services should be referred to FOS.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Or you can telephone on: 0800 023 4567
Or email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk

Green Deal Ombudsman Service (GDOS)

If you would like the Green Deal Ombudsman Service to look into your complaint about your Green Deal product or service you must contact them within six months of the date of our final response letter. Only complaints relating to the Green Deal should be referred to GDOS.

Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF

Or you can telephone on: 0330 440 162
Or email: enquiries@os-energy.org

Further information can be obtained from the Green Deal Ombudsman Service’s website at www.ombudsman-services.org

Information Commissioner’s Office (ICO)

If you would like the Information Commissioner’s Office to look into your complaint about how we deal with your personal data, you should contact them within six months of the date of our final response letter. Only complaints relating to personal data should be referred to the ICO.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF

Or you can telephone on: 0303 123 1113
Or email: casework@ico.org.uk

Further information can be obtained from the ICO’s website at www.ico.org.uk

For our full Complaints Handling Policy, please click here