We  take pride in delivering an exceptions service to our customer. We strive to get things right but we know there may be times when things may go wrong. Should that happen we want to ensure you know how we will resolve the issue and quickly. 

 

If you’re unhappy with our service we want to make every effort to put things right beginning with understanding your issue.

 

MAKING A COMPLAINT

You can raise your complaint, providing details of the issue directly to us by contacting the phil@costmanagementconsultants.co.uk on 07899898502.

 

WHAT CAN I EXPECT?

Your will be dealt with promptly, politely, and fairly. We aim to provide a high standard of service but, unfortunately, on occasion if we make a mistake you are entitled to expect one, or a combination, of the following:

An apology,

An explanation,

Details of the action we have taken to put things right.

 

WHAT HAPPENS TO YOUR COMPLAINT?

2 BUSINESS DAYS - We will acknowledge your complaint by phone or email with you. 

15 BUSINESS DAYS - In the majority of cases, we expect to have resolved your complain by this time. If not we’ll provide an update on the progress of your complaint including timescales on how long it may take.  

25 BUSINESS DAYS - If we have not been able to resolve your complaint within 25 business days, we will contact you again to update you with our progress and tell you how much longer we anticipate it will take.

40 BUSINESS DAYS - In these exceptional circumstances, and of the complaint remains unresolved we may request more time. You will receive regular updates..

 

WHAT IF I’M NOT SATISFIED WITH THE INITIAL RESPONSE?

If you are not satisfied with our initial response to your complaint, you can contact us by phone or email with your concerns. 

 

WHAT IF MY COMPLAINT STILL HASN’T BEEN RESOLVED?

If we can’t reach a mutual agreement, we will send you a final response, known as ‘Deadlock’, which then allows you to seek independent advice from the Energy Ombudsman. Also, if after 8 weeks a resolution hasn’t been reached, you have the right to contact the Energy Ombudsman. If you do decide to do this, you must contact them within 12 months of receiving our Deadlock letter.

 

If you remain unsatisfied with the response to your complaint, and we have provided our final written response, or 8 weeks has passed since you originally told us about your complaint, you have the right to contact the Energy Ombudsman. The Ombudsman is there to help resolve disputes; it is a free, independent service and the decision is based on the information available. Their final decision is binding to Cost Management Consultants, not the customer.

 

The Energy Ombudsman can be contacted as follows: PO Box 966, Warrington WA4 9DF

Telephone: 0330 440 1624

Fax: 0330 440 1625

Email: enquiries@os-energy.org

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FURTHER ADVICE

For free impartial energy advice, you can contact the Citizens Advice Consumer Services (CACS) on 0808 223 1133. The citizen advice consumer service provides free and independent help and advice to small business on energy issues, contract issues, and raising a complaint. www.citizensadvice.org.uk/energy

 

BUSINESS DEBT LINE

For free, impartial, and confidential debt advice to small businesses and the self-employed, you can contact Business Debtline on 0800 197 6026. www.businessdebtline.org

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