Our Aim
At Select Energy Group, we look upon complaints as an opportunity to learn,
adapt, improve, and provide better services.
Our aim is to ensure you feel confident that, as a customer, your feedback is
listened to and acted upon promptly and fairly.
Our Promise
Every complaint we receive will be handled sensitively and in an empathetic
manner by our customer service experience Team.
We will only communicate with the complainant.
We strictly adhere to GDPR.
Call, Email or Write
1. You will be asked to provide your name, business name, telephone
number and email address.
2. Once your complaint has been noted it will be passed on to our
customer Experience Team.
3. You may be asked to provide a written account of your complaint to
be sent via post or email.
PLEASE NOTE: All telephone calls are recorded.
1. If you submit a complaint via email, you should receive a reply
acknowledging receipt together with our complaints policy and
procedure attached.
2. Your email will then be forwarded on to our customer Experience Team
and the relevant member of the management team.
3. Upon receiving a written complaint, this will then be passed on to the
customer Experience Team and the relevant member of the
management team.
4. A written communication confirming receipt of complaint including our
full complaints and policy procedure will then be posted to you.
Stage One
1. Upon receiving the feedback, comprehensive notes will be detailed in
the Select Energy Group feedback file and passed to the relevant
member of the management team.
2. Telephone complaints can expect a formal acknowledgement of the
complaint within 24 hours. All written or emailed feedback will be
formally acknowledged within 3 working days.
3. All acknowledgments will state the individual dealing with the
complaint and when the complainant can expect a reply.
4. Complainants should receive a definitive reply within one month.
5. Where full complaint resolution cannot be reached within the time
frame, regular progress reports will be issued.
6. Progress reports will outline actions taken to investigate and resolve the
complaint. It will detail next steps and, where possible, indicate an
expected date of resolution.
PLEASE NOTE: Any progress report must be acknowledged by the complainant.
Stage Two
We hope there won’t be a need to move any further – we really do want to
put things right if they have gone wrong!
1. Should the complainant feel their problems have not been satisfactorily
resolved, they can request a review upon the completion of stage one.
2. The complaint will be introduced to Mohammed Afsar, Director, for
review.
3. Facts will be investigated, there will be investigated, there will be a
review of the documentation and relevant individuals associated with
the feedback will be spoken to.
4. The reply to the complainant will describe actions taken, conclusions
from the investigation together with any actions taken because of the
complaint.
5. The decision made at this stage is final unless the board of directors
deem it necessary to seek external assistance to conclude a full
resolution.
6. Any complaints which fail to be resolved within 7 days will be escalated
to the code manager pending complainant permission.
PLEASE NOTE: Stage Two proceedings require a 7-day extension and will
require further acknowledgement.
Complaint Contact Information
Customer Experience Team
Select Energy Group
The McLaren Building,
Floor 18, 46 The Priory Queensway,
Birmingham, B4 7LR
e: enquiries@selectenergygroup.com
t: 0121 2968593
Select Energy Group Limited is required by Ofgem to publish a Code of
Practice containing details and information on how we work to resolve
customer complaints, disputes, and the options available to you if we can’t
do that within 8 weeks. This code applies to you if you’re an Select Energy
Group Limited consumer, or small business customer.
If you are not satisfied with our initial response, you can either ask for us to
reconsider the issue or escalate to a director.
If after contacting us we have not resolved your complaint within 8 weeks, or
if there is a deadlock situation, you may refer your complaint to Ombudsman
Services, free of charge. Deadlock arises when we believe we have done
everything we can to resolve your complaint but cannot reach an
agreement with you. You must have followed our escalation process before
you can request a deadlock letter, we will be unable to send a deadlock
letter if we are still working to resolve your complaint, or if your complaint falls
outside the remit of Ombudsman Services. We will issue you with an 8-week
notification letter, if, after 8 weeks, your complaint still hasn’t been resolved
with us and you haven’t requested, or you haven’t received a deadlock
letter.
Ombudsman Services is an independent dispute resolution scheme,
approved by Ofcom. Please ensure that you read Ombudsman Services
guidelines to ensure that your complaint satisfies the conditions for referral.
When your complaint goes through Ombudsman Services, an independent
assessor will review your complaint and decide about how to settle it.
Details of the service are available by contacting us, or Ombudsman Services
directly:
Ombudsman Services. Post:
Ombudsman Services: Energy, P.O. Box
966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
The Ombudsman Service is a free, independent provider of support to
consumers