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Dallington Energy is committed to resolving complaints and ensuring that issues don't occur again. We are committed to continuously improving our business based on feedback and experience.
We will always ensure that clients receive an apology where our service has fallen short and we will seek to rectify the issue for the client. Where appropriate we may consider making a goodwill gesture.
Complaints can be raised by post, phone or email, and any complaint will be captured and logged and an initial response provided within 48 hours. We will seek to resolve the complaint as soon as possible after it is received and certainly within four weeks. Where a complaint takes a number of weeks to resolve we will provide a weekly update on progress.
All complaints are recorded, including details of the complaint, the date it was submitted, and any requested remedies.
Anyone submitting a complaint to Dallington Energy will be treated with courtesy and respect.
We will write to clients with a proposed resolution as soon as possible after the complaint is raised. If the client is unhappy with the resolution then we will reassess the resolution and amend as appropriate.
Clients may request an update on the status of a complaint at any time, by post, phone or email, and we will seek to provide an update within 24 hours.
This complaints handling procedure can be requested by email or post, free of charge, on request.
Post:
45 London Road,
Hitchin,
Hertfordshire,
SG4 9EW.
Phone:
07833 235876
Email:
We are entirely confident that in all cases we will be able to resolve your complaint. However, in the unlikely event that we are unable to resolve your compliant directly, or if it has been unresolved for more than eight weeks, you can refer it to Dispute Resolution Ombudsman.
Dallington Energy Ltd is registered with Dispute Resolution Ombudsman, an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice which provides our customers with additional protection if things go wrong.