Complaints Procedure

Rec Ltd Complaints Handling Procedure

We are committed to ensuring we offer the highest level of customer service at all times, however we do recognise that things can sometimes go wrong. Where this has happened, we are committed to investigating and doing our utmost to put the situation right for you as quickly as possible. We define a complaint as ‘any expression of dissatisfaction by a customer in relation to our service or products’ and our aim is to resolve all complaints fully and as quickly as possible. Our representatives are thoroughly trained to deal with any possible enquiry or situation that may arise and we do have guaranteed standards of service you can expect from us.

Our process to resolving your complaint

Step 1

Contact our Customer Service Team with your complaint.

Our aim is to resolve your complaint at the time of the first contact (where appropriate and possible). A record will be made on your account of any conversations and resolution reached. If we need to collect more information or make some investigations into the issues raised we will arrange further contact with you. At this time we will provide you with a unique complaint reference number.

Step 2

If you feel that your complaint has not been handled to your satisfaction, you may ask for a review by a manager. Subject to availability, a member of our management team will discuss the issue with you between the hours of 9 am to 5 pm Monday to Friday. We will endeavour to respond to you within 2 working days, identifying necessary steps that we believe are required to resolve your complaint. This may include an explanation, apology and/or details of any actions we have taken to resolve the complaint.

Step 3

If you are not happy with the response from our Customer Service Team, you can contact our Complaints Team directly at [email protected] where our representatives will aim to resolve your complaint and respond within 10 working days.

Step 4

If we have told you that there is nothing more that we can do to resolve the complaint to your satisfaction, we will issue a ‘Deadlock’ letter’. You may choose to then escalate this complaint to Ombudsman Services: Energy. Ombudsman Services: Energy are a free and independent service whose remit is to resolve customer complaints in an impartial way. Once a complaint has been passed to Ombudsman Services: Energy they will then investigate the issue on your behalf. You are not bound by their ruling and can seek further advice if you feel it would be appropriate. You can also refer your complaint to Ombudsman Services: Energy if the complaint has not been resolved within 8 weeks of the start date of the complaint. Any decision the Ombudsman makes is binding on our Company however, not on you therefore, you can decline their offer and seek further advice. You may however, be referred back to us if you have not followed the Complaints Handling Procedure identified above.

What You Can Expect When We Fix Things

When we’re able to resolve your complaint, here’s the deal:

We’ll apologize for any inconvenience, because, hey, we’re not heartless!
We’ll fix your issue and spill the tea on what went wrong.
If it feels right, we might even offer a goodwill payment. Because who doesn’t love a little extra?