Microbusinesses: Ofgem's Alternative Dispute Resolution (ADR) Scheme
Full Power Utilities are certified members of the ADR (Alternative Dispute Resolution) Microbusiness scheme. Membership number: C35FULL01
In the unlikely event you wish to make a complaint it should be sent to our Client Query Specialists.
Complaints should be emailed directly to email@example.com however we do recognise some complaints will be taken on the phone.
The complaint will be raised as a Ticket documented in the Full Power office systems and a unique number will be assigned.
Our process for handling and escalating the complaint are as follows:
Once the call has been completed and a Ticket raised in our system, our Client Query Specialists will follow up with an email to the complainant within two (2) working days, summarising the conversation and the reason behind the complaint.
When the complaint is in writing, either by email or by letter, we will acknowledge the complaint by email, within two (2) working days or by mail within four (4) working days.
In Both Instances
Our Client Query Specialists will then carry out an internal investigation via conversations with the relevant Full Power employee or team, to understand their process during historical communication with the complainant.
The complainant will always be treated with respect for their point of view and a logical and polite explanation will be provided as quickly as possible.
Under ADR guidelines, an eight (8) week complaint handling window will open as soon as the initial complaint or a valid Letter of Authority (LOA) is received (which ever comes last). We aim, however, to resolve the complaint within seven (7) working days of receipt of the initial complaint/LOA. 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 will be documented in both our Office System and to the client in an email from the Client Query Specialist 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:
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