The complaints handling procedure is explained step by step, ensuring all complaints are logged and dealt with efficiently and smoothly.
Watt.co.uk aims to provide the highest standards of service and get things right first time. The complaints that we receive, however minimal, help us to better understand how we are performing, lessons we can learn and the improvements we can make.
If you have recently selected T.P.S. Telephone Preference Service or F.P.S. Fax Preference Service, we will remove you from our database ensuring you are not contacted in the future by Watt.co.uk, we apologise for any disruptions this may have caused your business.
Reception: 0844 371 2975
Monday to Friday 9am – 5pm
Write to us:
St Ann’s House
St Ann’s Street
There are two stages to Watt.co.uk complaint’s process.
We have a designated complaints officer who will respond to you. You will receive an email receipt within 24 hours acknowledging your complaint. A case will be opened, and the investigation will begin.
We do try to resolve complaints in an efficient and timely manner. A full response to the complaint will be provided by the Complaints Officer within 28 days if it cannot be resolved in the first instance.
If you are not happy with how we have dealt with your complaint, with your permission we will escalate to the independent code manager. Some complaints maybe more complex than others. In this instance, a full audit of your complaint will be conducted, and we will try and resolve your escalated complaint within 28 days.
If it is not possible to conclude the full investigation within 28 days, we will contact you to explain why there is a delay and to give you a revised estimate of how long it will take us to respond in full. In our final reply, we will let you know what we have found and explain how and why we came to our conclusions.
If you are a micro business and we haven’t been able to solve your request within 8 weeks, or we can’t agree a way forward with you, we will write and let you know that you have the right to refer your complaint to the Ombudsman Services: Energy
You don’t have to accept their decision, but if you do, we’ll act on what they say.
Ombudsman (for micro businesses)
Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF
Telephone: 0330 440 1624
Textphone: 0330 440 1624