Complaints Handling Policy
Over the last 25 years, we have strived to provide the highest standards of customer service. However, on the odd occasion things can go wrong.
Our complaints procedure allows us to rectify any issues but also provides a learning curve.
Please direct all complaints to our Account Manager who, under Director supervision, will handle the process from start to finish. Our current turnaround is 21 Days –
When making a complaint
Please include the following information in your first correspondence. This allows us to quickly log, analyse and respond in a timely manner –
- Your Name & Trading Company Name
- Site Name & Full Address
- Brewery / Landlord Name
- Nature of Complaint, Reason for Complaint and Expected Resolution
All complaints must be submitted in writing.
Rest assured, your complaint will be treated with courtesy and respect and the record will be kept on our system.
Please note, if you haven’t received a response within 8 weeks or the complaint hasn’t been resolved to your satisfaction, you can contact the energy ombudsman via the complaint procedure on their website. This service is impartial and free to use.
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