Global Unity Power Ltd Complaints Handling Procedure
At Global Unity Power Ltd, we are committed to providing excellent service to our clients. However, we understand that sometimes things can go wrong, and we want to make it as easy as possible for you to make a complaint and for us to resolve it. Our Complaints Handling Procedure meets the guidelines set out by the Ombudsman Services Energy Broker ADR Scheme, and is as follows:
- Making a Complaint
You can make a complaint by calling our customer service hotline at +44 (0) 203 488 3345, or by sending an email to info@globalunitypower.com. Alternatively, you can fill out a contact us form on our website. We will acknowledge receipt of your complaint within 24 hours, and inform you of the expected timeline for resolution.
- Treating You With Respect
We will treat you with courtesy and respect when making a complaint. We understand that making a complaint can be stressful, and we will do our best to make the process as easy as possible for you.
- Investigating Your Complaint
We will investigate your complaint thoroughly and keep you informed of the progress of the investigation. We will keep a record of the complaint, including relevant details such as dates the complaint was received.
- Providing a Resolution
Once the investigation is complete, we will provide you with a resolution via email. If the complaint is found to be valid, we will provide an explanation of what went wrong and what steps we are taking to prevent it from happening again. We will also provide any necessary compensation or resolution.
- Escalating Your Complaint
If you are not satisfied with the resolution, you may escalate the complaint to Ombudsman Services by post at Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF, by phone at 0330 440 1624, or by email at enquiry@ombudsman-services.org. We will clearly communicate the circumstances in which you can escalate your complaint to Ombudsman Services. This should include reference to them being informed should we not able to resolve your complaint directly, or if it’s been unresolved for more than eight weeks.
- Continuous Improvement
We are committed to continuous improvement, and we take all complaints seriously. Our Complaints Handling Procedure allows complaints to be made and progressed through each stage of the process either by phone, in person, or in writing (including by email). We will do our best to resolve the complaint by apologizing, making a goodwill gesture, or giving compensation if appropriate.
- Accessibility
We make our Complaints Handling Procedure visible and accessible on our website, and available by email or post for free on request. If you have any questions about our Complaints Handling Procedure, please contact us at info@globalunitypower.com or write to us at 20-22 Wenlock Road, London, N1 7GU.
Our service is impartial and free for you to use. We hope that you will never need to make a complaint, but if you do, we are here to help you resolve it as quickly and efficiently as possible.