Introduction
CEB Consultants is a trading name of Compare Energy Bills Ltd.
We are dedicated to providing excellent customer service and maintaining a healthy relationship with our customers. This is all levels from the CEO down and we have put this complaint procedure in place to ensure all complaints are handled efficiently and as effectively as possible.
As a customer of ours, you are entitled to make a complaint to us either verbally or in writing and the following outlines our policy and procedures for handling this.
How to Complain
We want to resolve your complaint as soon as possible. If you have a complaint about our service, please call our Customer Service Team on 0800 230 0086 and we will do everything we can to fix the problem as soon as is practically possible.
If your complaint cannot be resolved through a telephone call to our Customer Service Team or if for any other reason you wish to make a formal complaint you can do so by the following methods:
- By Telephone to Complaints Department on 01902 742691 - Option 4
- By email to complaints@cebltd.com
- In writing to Complaints Team, Care of Compare Energy Bills Ltd Macrome House, Macrome Road, Tettenhall, Wolverhampton WV6 9HD
If you prefer, you can appoint an authorised representative or an advocate to interact with us on your behalf. If you wish to do this, we ask you to inform us of this either verbally or in writing beforehand so we can assist you to clarify and formulate the complaint.
How to Complain
- To treat you with courtesy and respect throughout the complaints process.
- To provide you with an efficient and structured way for handling your complaint.
- To ensure that all complaints are dealt with impartially.
- To provide our customers with access to the complaints handling process, including those customers with special needs or any disabilities.
- To keep customers informed as to the progress of their complaint, including the expected timeframe for a satisfactory resolution.
- To regularly review our complaints procedure in order to improve our standards of customer service.
How Complaints are Handled
- Upon receiving a complaint, we will first acknowledge this to you via either telephone or in writing within 2 working days.
- If your complaint is of an urgent nature, such as where we believe you are undergoing financial hardship, we will prioritise your complaint and attempt to resolve it within 2 working days. If we cannot, we will explain why and the reasons it will take longer.
- We will keep you informed of the progress of your complaint, the proposed actions, and the expected time frame for a resolution.If you need to communicate with us about your complaint during the investigation process, you or your appointed representative can do so by telephone, email or in writing as you prefer.
- Complaints made to us are overseen by our Management Team. After a complaint is made, if it is not immediately resolved, we may need to investigate it further. This process may take 15 working days, or longer (In which case we will update you with a reason for the delay and the expected time frame for a satisfactory resolution).
- We will not charge you a fee for dealing with your complaint.
- We will notify you of the outcome in writing once the complaint has been fully investigated.
Asking Us to Review the Outcome
If you are not satisfied with the response tendered to you, you may ask our Office Manager Kate Jones to escalate your complaint to senior management directly. If so, we will try to make a Senior Manager available to address the complaint as soon as possible depending on their availability.
Kate can be contacted at the address above, by telephone on 01902 742691 or email kate@cebltd.com
Outcomes
If your complaint is upheld, then the outcome may be one of more of the following:
- A formal apology
- Financial compensation
- Some other gesture of goodwill
Escalating your Complaint to the Relevant Ombudsman Service
If your complaint is not resolved to your satisfaction by us, or we cannot resolve it within eight weeks of the date upon which you made your complaint, you may have the right to escalate your complaint to one or more of the following outside bodies.
These governing bodies are totally impartial and are free to use, their details are as follows.
- Gas & Electric - Energy Ombudsman Services
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org - Mobiles & Communications – OfCom
Online: https://www.ofcom.org.uk/complaints
Post: Complaints PO Box 1285 Warrington WA1 9GL
Phone: 0300-123-333 - Insurances – Financial Ombudsman Service
Online: https://help.financial-ombudsman.org.uk/help
Phone: 0800-023-4567
Email: complaint.info@financial-ombudsman.org.uk
Record Keeping
We will keep a record of your complaint for future reference and to assist us with learning from the circumstances which led to your complaint, as part of our commitment to continuously improving our service to you.
The records we keep will include all relevant details of your complaint, including the date on which it was received.