Complaints Process
As hard as we try, we might not always get it right. This customer complaints code gives you clear and useful information about what you can do if you’re not happy with the service we’ve given you.
How you can complain
We are committed to giving you the highest quality of service, even so, things can go wrong. When they do, we want to know so we can put them right as quickly as we can. All complaints received are treated with confidentiality, courtesy and respect and in accordance with the requirements of data protection legislation. We will always strive to investigate and resolve your complaint promptly and fairly. Here are the ways you can complain to us:
By phone: You can contact us by phone by calling us on 01363 535050 between 9am and 5pm Monday to Friday.
By email: You can contact us by email at complaints@nulldevonenergypartnership.co.uk
By letter: It takes longer to reply by letter but, if you prefer to write, please send your letter to the appropriate address below:
Complaints Department.
Devon Energy Partnership Ltd
Northleigh House
Morchard Bishop
Crediton
Devon
EX17 6RH
A copy of this complaints process is free on request and can be found on our website: https://www.devonenergypartnership.co.uk and is also available by post or email. We’ll normally get back to you by phone but will gladly confirm any particular points in writing if you wish. What we’ll do and when our aim is to solve any problem to your complete satisfaction, and our customer service managers will try to do this as quickly as possible, preferably during a phone call or email exchange.
If we can’t do this, we’ll agree with you what we can do. Once received, we aim to respond to your initial contact by the end of the next working day. We’ll try to sort out your complaint on the spot but whatever happens, we’ll respond and try to keep you regularly updated if it’s going to take a while to investigate things. We do aim to resolve all complaints within 25 days of them being logged onto our systems.
If an advisor can’t sort out your complaint, we’ll review it and escalate the complaint to an appropriate level within the company. We settle most complaints by this stage but, if not, we’ll explain our final position. In some cases, we might send you a ‘deadlock’ letter. This means there’s nothing more we can do.
What you can do if you’re still not happy
If you’re still not happy having followed the process explained above, and we’ve sent you a ‘deadlock’ letter or eight weeks have passed since you complained, you can refer your complaint to Ombudsman Services if applicable or seek legal advice.
Ombudsman Services: (Effective from 1/12/2022)
For Energy Contracts Supplied to Micro Businesses, we have subscribed to the Ombudsman Services Energy Broker Alternative Dispute Resolution Scheme which provides a free, independent, and impartial service for non domestic micro business customers as defined by the following criteria:
- An annual consumption of electricity of not more than 100,000 kWh; or
- An annual consumption of gas of not more than 293,000 kWh; or
- Fewer than the equivalent of ten full time employees and an annual turnover or annual balance sheet not exceeding £2 million.
You are deemed a micro business
Should your business not exceed any one of the 3 criteria listed above. If you have no gas on site then your business will be deemed a micro business should you not exceed any of the 2 remaining criteria. Currently over 5.3 million businesses are deemed to be micro business.
This service is only applicable for energy contracts and for micro businesses who are not satisfied with the final outcome of their complaints, having followed the process above. Ombudsman Services are not able to deal with complaints about commercial policy, for example pricing.
If you complain to Ombudsman Services, you must do so once we have sent you a ‘deadlock’ letter or your complaint has been unresolved for more than eight weeks, and you must do so within twelve months of receiving your ‘deadlock’ letter. You can escalate your complaint to the Ombudsman Services by following the link below:
https://www.ombudsman-services.org/complain-now
Ombudsman Services are impartial and free to use.
Ombudsman Services can be contacted as follows:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624