Mindful Energy Complaint Handling Procedure

At Mindful Energy, we are committed to delivering high-quality services to our valued customers. We also understand that feedback from our customers is essential to help us identify areas for improvement. If you have a complaint, we have a structured complaint-handling procedure in place to address your concerns promptly and ensure a satisfactory resolution.

Reinforcement of Commitment to Continuous Improvement: Your complaint is valuable to us, as it helps us identify any issues and opportunities for improvement within our organization. We take every complaint seriously and use them as learning experiences to enhance our products and services continually.

Resolution of Complaints: We strive to resolve complaints in a fair, transparent, and efficient manner. Depending on the nature of your complaint, the resolution may involve one or more of the following actions:

• Apology: If we have made a mistake or if you experienced any inconvenience, we would sincerely apologize for the inconvenience caused.
• Goodwill Gesture: In some cases, we may offer a goodwill gesture to acknowledge the impact of the issue you faced. This gesture can take various forms, such as a discount, voucher, or an upgrade, as appropriate.
• Compensation: If the complaint involves financial loss or damages resulting from our products or services, we may offer compensation, subject to our internal policies and guidelines.

Multiple Channels for Making and Progressing Complaints: We understand that different customers have varying preferences for communication. Therefore, complaints can be made and progressed through each stage of the process using one of the following channels:

• In Writing: You can submit your complaint in writing by email to connect@mindfulenergy.co.uk. We will acknowledge the receipt of written complaints promptly.
• Phone: You can call our customer service team on 01442 504049 to register your complaint and receive updates on its progress.
• In Person: If you prefer face-to-face communication, we will be happy to meet with you in person to discuss the issues.

Transparent and Timely Updates: Throughout the complaint handling process, we will keep you informed about the progress of your complaint. You will receive updates at key stages, including acknowledgment of receipt, investigation progress, and the final resolution. If we encounter any delays, we will notify you and provide reasons for the extension.

Escalation to Higher Levels: If, for any reason, you are dissatisfied with the initial response or resolution, you have the option to escalate your complaint to a higher level of management. We will provide you with the appropriate contact information to ensure your concerns are addressed promptly.

If after 8 weeks we are unable to resolve your dispute, we will send you an email stating this. This is called a ‘deadlock letter’. This letter will tell you that you can now contact the Energy Ombudsman, whose contact details are shown below. You must escalate your dispute within 12 months of receiving the letter.

• Postal address: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9D
• Phone: 0330 440 1624
• Email: enquiry@energyombudsman.org

The Energy Ombudsman is impartial, and their service is free for consumers.

We take great pride in the quality of our services, and our complaint-handling procedure ensures that your concerns are treated with the utmost importance and resolved in a manner that leaves you satisfied.

We look forward to assisting you with any concerns you may have.