What we do if you have a complaint
Getting started
For everyone with whom we interact and do business, we strive to provide a clear, fair, and professional service. Whenever we have failed to meet our aims and you have a complaint, we have an open complaint process to ensure your concerns are addressed and resolved. The following is a description of our complaint’s procedure.
Whenever a customer is dissatisfied with our service, we welcome the opportunity to correct things and will handle all complaints fairly.
Should you require a written copy of this complaint’s procedure, please let us know.
Below are the steps you should take if you wish to complain. Please also note your rights to complain to the Ombudsman should we not satisfactorily deal with your complaint.
PROCEDURE
- Get in touch via email, telephone or post.
Email: complaints@ashmere.solutions
Telephone: 0204 519 6500
Post: 14 Grassmere Road, Hornchurch, RM11 3DP
Our customer services team are available business days 9am to 5pm.
- Acknowledgement
We will reply within two working days of receiving your complaint send you an acknowledgement. In doing so we shall inform you of the designated complaint manager who will handle your complaint through the process. We will try to ensure the complaint handler is different to your usual point of contact at Ashmere.
- Additional information or clarification
We might get in touch for clarification, more information or documents that may relate as to the reason for the complaint.
- Our decision
Within two calendar weeks of the acknowledgement of the complaint we will let you know the outcome of our investigation. This will include:
- a final response which adequately addresses the complaint; or
- a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
- If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.
- Your decision and what to do if you are not happy
We ask that within ten working days you advise us if you are not satisfied with our final response. We will be happy to consider a further response, and if supplied with new evidence or material flaws have been highlighted in our findings, we may change our decision.
- Decision review
We will send you a final response which adequately addresses the complaint no later than eight weeks from receiving a complaint. Once you have received that letter you are entitled to complain to the Ombudsman, more details as to that step are below.
- Eight week letter
Whatever stage has been reached in the above process eight weeks after we first received your complaint, we shall send you an eight week letter. Once you have received that letter you are entitled to complain to the Ombudsman, more details as to that step are below.
- Final response
If you chose to reject our decision (whether the original decision or a revised decision) we will send you a deadlock letter. This letter confirms that you have rejected our decision as to your complaint. Once you receive this letter you are entitled to complain to the Ombudsman.
If you are unhappy with our final response, you may use Alternative dispute resolution (ADR) through Ofgem who will seek to help you. You can also use this service in the unlikely event that the complaint has not been resolved within eight weeks of submission.
Their website is https://www.ombudsman-services.org/sectors/energy-brokers and it provides more information about the service they provide and the various ways they can be contacted.
The Ombudsman Service is impartial and free to use.
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
The Citizens Advice Bureau
If you need independent and practical advice you can also contact the Citizens Advice Bureau. This service gives you free, confidential and impartial advice.
Website: www.citizensadvice.org.uk
