At Squeaky we take all complaints seriously. We know that sometimes things can go wrong, and if you have the need to raise an issue with us, we will work hard to ensure we resolve it quickly and fairly. Our aim is to have fully resolved your complaint within 5 working days. In all our communications with you we will be clear and transparent and won’t hide behind industry jargon.
If there is a complex issue that needs longer to resolve, you will be kept informed of this, and we will agree for updates to be provided as regularly as you wish. We will provide you with a named individual who will work closely with you to fully resolve your problem.
All complaints are reviewed on a monthly basis by our Senior Management team, with a view to understanding how we can learn and subsequently improve our service for all of our customers.
If we haven’t been able to resolve your complaint within 8 weeks, or we reach a deadlock situation, we will contact you to let you know that you have the right to pass your complaint to the Energy Ombudsman. They will carry out a free, independent investigation into the matter on your behalf. They are totally independent and will make a decision on the information available.
You do not have to accept their decision, but if you do Squeaky will abide by their recommendation. They could ask us to apologise or take remedial action, which may involve compensation.
To get in touch with the Energy Ombudsman:
Phone:
0330 440 1624
Email:
enquiry@energyombudsman.org
Website:
www.energyombudsman.org