Complaints

Our apologies if you’re not happy with our service, we would like to rectify things for you.

We always encourage feedback from our clients as we always strive to improve our service and overall business customer experience with Powercuts Uk Ltd. Should any issues arise regarding any of our services then we will look to put things right straight away. Our clients will be treated with dignity and respect throughout the complaint procedure with our sole aim of achieving a satisfactory and fair outcome for all parties.

You can access our complaints procedure by clicking the link ‘Complaints’ on our website. If you wish, you can also request a copy of our complaints procedure via e-mail or post by using the information below:

Go to  https://www.powercutsuk.co.uk/

Call us free on 0800 688 9003

Email:  info@powercutsuk.co.uk

Write to us: Powercuts UK Ltd, Suite 2a, Blackthorn House, St Paul’s Square, Birmingham B3 1RL

Once received, your complaint will be recorded, and you will receive a complaint reference number within two business days of receipt by us. You must then quote this number on any future correspondence with us regarding this matter.

After ten days, we will contact you and give you an update on our findings regarding your complaint and at this stage we will aim to agree a resolution in the matter.

Should we not have been able to progress to a proposed resolution within the ten business days, we will update you via your chosen method of communication on a weekly basis. You can contact us at any time, however, should you wish to add any further information to the complaint or discuss any aspect of it which you feel may help with resolving the issue for you.

We keep fully documented records in relation to any complaint received so we can access and review all of the details at any given time, and we always work compliantly and within the key timelines outlined here.

Sometimes, the very nature of the complaint may take a little bit longer to resolve, but you will be kept informed at every step of the way. Furthermore, we will write to you to advise you of our decision/findings once our investigation is fully completed.

If you are a microbusiness and we have not been able to resolve the issue within eight weeks, or if we cannot come to an agreement that satisfies you in terms of a resolution, we will write to you and confirm this, but also tell you that you have the right to refer your complaint to the Energy Ombudsman Energy Broker “Alternative Dispute Resolution Scheme” (ADR). They are there to help resolve disputes between energy brokers and their clients. If it reaches a point that we are not able to agree to an acceptable outcome, then we will issue what is called a ‘Letter of Deadlock’ and again notify you of your right to refer to this ADR scheme.

The Energy Ombudsman service is offered free for microbusinesses and is totally independent of any energy supplier or broker. They are completely impartial, and their decisions will be based entirely on the information they receive from you and the records provided by us. We will always actively encourage our microbusiness clients to use this free service in such circumstances.

Once a final decision has been provided by the Energy Ombudsman ADR scheme for energy brokers(ADR) you do not have to accept their decision. However, if it is your wish, Powercuts UK Ltd will comply with their ruling decision.

This decision may include (but is not limited to)

-An apology

– An explanation of what went wrong in this particular instance

-A practical action to be taken to correct the issue

-And/or a financial reward

You can contact the Energy Ombudsman in any of the following ways:

Go to: https://www.energyombudsman.org/

Call :   0330 440 1624

Email : enquiry@energyombudsman.org

Write : Daresbury Park, 3300, Warrington WA4 9DF

It’s easy to get free, independent advice so that you “know your rights’ as an energy consumer.

To know your rights, you can also visit the following for additional help and support

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/

adviceline England : 08001448848

advicelink Wales :     0800 702 2020

Our Scottish clients can get assistance here:

Go to https://energyadvice.scot

Call Advice Direct Scotland : 0808 1968660

Please note, you can get in touch with any or all of the above at any time during the complaint’s procedure

You can also review a copy of The Gas and Electricity (Consumer Complaints Handling Standard 2008 by going here:

https://www.legislation.gov.uk/uksi/2008/1898/contents