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At VSWITCH4U LIMITED we seek to provide excellent service but we understand that sometimes things can go wrong. We’ll work hard to resolve any issues as quickly as possible with the following approach to Complaints Handling.
We will try to resolve any complaints as soon as possible.
We will always provide you with an explanation and an apology wherever we have caused the problem.
You will speak to the same Customer Service Advisor throughout the complaints process.
The Customer Service Advisor will provide you with a resolution to your complaint. You will be able to accept or reject the resolution depending on whether you feel the resolution is fair.
If you accept the resolution your complaint is resolved
If you reject the resolution the complaint will be considered an Escalated Complaint.
You will need to wait for deadlock letter / 8 weeks before getting in touch with Ombudsman Services
Your complaint will be passed to a member of the Specialist Complaints department who will impartially reassess your complaint and the resolution you have been offered. The person reviewing your complaint will then decide whether they feel this has been dealt with fairly. If they do not feel this has been dealt with correctly, they will propose a new resolution to the Customer Service Advisor dealing with your complaint. The Customer Service Advisor will advise you whether the outcome has been defended or upheld. You will need to decide whether you accept the resolution or decline.
If you accept the decision your complaint will be resolved
If you reject the decision your complaint will go to the next stage
Ombudsman service is free for thes whole procedure
Below are the main contact details for making a compliant to VSWITCH4U LIMITED Phone:
Below are the main contact details for making a compliant Ombudsman Services
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: [email protected]