Customer Complaints Policy
To raise any issue, don’t hesitate to get in touch with us by
Phone: 08003101010
Email: help@numbergroup.com
Post: Numbergroup Utilities Ltd, 207 Regent Street, London, W1B 3HH
We maintain a strong customer focus, and our customer complaints policy reflects our dedication to our customers. Customers are encouraged to express dissatisfaction early so that Numbergroup can deal with them quickly and effectively.
A copy of this procedure is free by email or post upon request.
Handling Complaints:
We will deal with formal complaints in a way that:
- It is friendly and personal
- Is fair and efficient
- Treats complaints with appropriate seriousness, sympathy and confidentiality
- Looks to resolve issues as quickly as possible
The complaint should be addressed to the member of staff who is most directly concerned with the issue.
Formal Complaints Procedure:
If your complaint isn’t resolved to your satisfaction within two weeks, we shall open a Formal Complaint.
You will be asked to provide your business name, address, telephone/account number, and e-mail address and, if relevant, the contact details of a person who can discuss the details of your complaint, together with the resolution you seek.
Our Customer Relationship Coordinator, Diane Fowler, will investigate your complaint and work to resolve any issues you may have in line with the terms and conditions of service. A copy of the complaint will also be held internally to monitor actions taken.
Once a complaint is lodged, if we cannot resolve the issue or if you are unhappy with the outcome, we will issue a formal deadlock letter within eight weeks.
Once a deadlock letter is received, you may request that the matter be referred to the Independent Ombudsman Services, https://www.commsombudsman.org , which provides an impartial and free resolution service for consumers. Their complaints process is outlined here https://partners.ombudsman-services.org/our-services/our-process
They may be contacted using the following details:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org