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Complaints Policy

Regardless of the size of operations, we take complaints from all of our clients seriously.

Microbusinesses: Ofgem's Alternative Dispute Resolution (ADR) Scheme

If in the unlikely event you wish to make a complaint it should be sent to our Office Manager who will then notify the Full Power Utilities (Full Power) Management Team immediately.

Complaints should be emailed directly to luciemillet@fullpowerutilities.com however we do recognise some complaints will be taken on the phone, as all of our calls are recorded we will download a copy of the recording.

The complaint will be raised as a Ticket documented in the Full Power Utilities office systems and a unique number will be assigned.

Our process for handling and escalating the complaint are as follows:

By Phone:
Once the call recording has been extracted and a Ticket raised the next action will be an internal investigation  via an internal conversation with the Full Power employee

or team concerned to understand their process during historical communication with the client.
The client will always be treated with respected for their point of view and a logical and polite explanation will be provided where possible and as soon as possible.

The complaint should be resolved within Seven (7) working days of receipt of the initial complaint, where we need to work with external parties (e.g. the Utility Supplier) we cannot guarantee a timeframe that is outside of our control.

On acknowledgment by the client that the complaint has been resolved, this should be documented in both our  Office System and to the client in an email from the Office Manager who dealt with the complaint. The Ticket will then be closed

In writing:
when the complaint is in writing, either by email or by letter, we will acknowledgement the complaint by email within Two (2) working days
or by mail within Four (4) working days where there is no email available. We aim to resolve the complaint within Seven (7) working days of receipt of the initial complaint where possible however

Where we need to work with external parties (e.g. the Utility Supplier) we cannot guarantee a timeframe that is outside of our control.

On receipt, Full Power will raise a Ticket and then carry out an internal investigation by internal conversation with the Full Power employee or team concerned to understand their process during historical communication with the client. The client will always be respected for their point of view and a logical and polite explanation will be provided where possible. On acknowledgment by the client that the complaint has been resolved, this should be documented in both our  Office System and b) to the client in an email from the Office Manager who dealt with the complaint. The Ticket will then be closed

NOT RESOLVED WITHIN SEVEN WORKING DAYS?

The client will contacted to inform them of progress of the complaint on day Seven. The complaint will be escalated to the Full Power CEO. The CEO can review the case and may contact the client personally.  The outcome will be concluded and put in writing to the client.

If at conclusion Full Power is found to be at fault, the client will be notified and the Employee/Team will be informed of the situation and appropriate action implemented  to prevent the situation from reoccurring.

All complaints will be dealt with promptly and a resolution will be provided. The desired outcome will be determined based on the severity of the complaint.

The client needs to be made aware that in commercial utilities there is no complaints body outside of the legislative and governmental organisation. You can contact the Ombudsman at no charge however this action should only be taken if a complaint remains unresolved for more than 8 weeks. Please visit the website and follow the ‘Complain Now’ procedure:

https://www.ombudsman-services.org/

Complaints also be sent to the Ombudsman via Post, Phone or Email:

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

For all other complaints or queries please contact the Full Power Client Query Specialist by phone 020 8952 0125 or email info@fullpowerutilities.com

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