Complaints & Escalation

We want every interaction to be excellent. If we fall short, this page explains how to tell us and what happens next. Replace the placeholder sections with migrated legacy content.

1. How to Complain

• Email: support{{ parse_url(config('app.url'), PHP_URL_HOST) }}
• Phone: 01234 567890 (Mon–Fri 9am–5pm)
• Portal: Open a support ticket in your account dashboard.

2. Information to Include

Please provide account holder name, service address, a clear description of the issue, any troubleshooting already performed, and preferred contact method.

3. Our Process & Timelines

1. Acknowledgement within 1 business day.
2. Initial investigation and response within 5 business days.
3. Complex cases: progress update every 5 business days until resolution.

4. Escalation Path

If you feel your case is not progressing, request escalation to a senior support lead. If still unresolved after 8 weeks or a deadlock letter is issued, you may escalate externally.

5. Ombudsman / ADR

We participate in an Alternative Dispute Resolution (ADR) scheme. Details and eligibility (including time limits) will be provided with any deadlock letter.

6. Accessibility & Vulnerable Customers

We can provide communications in alternative formats on request and will flag priority assistance needs where appropriate.

7. Record Keeping

Complaint records are retained to improve service quality and to meet regulatory obligations.

8. Updates to this Information

We may adjust processes to comply with evolving regulations; the latest revision date is below.

Last updated: 2026-02-12