COMPLAINTS PROCEDURE

Touchstone - Energy Action Group (EAG) Complaint Process

Introduction

We try sincerely to offer a high quality of energy supply contract brokering services to our clients. To improve that service we welcome any feedback, positive or critical from our clients. We use that feedback every day to tailor our services appropriately. For formal complaints we provide the following complaints procedure.

Complaints Procedure

If you have a complaint about our energy supply contract brokering service in the first instance please discuss your concerns with your consultant who will attempt to find a mutually agreeable solution.

Should this not resolve your concerns please escalate your complaint in writing to info@touchstoneservices.co.uk for the attention of one of our Partners. Please provide full details of your complaint and please advise whether your organisation is a microbusiness or not. Ofgem’s definition of a microbusiness is:

A non-domestic consumer is defined as a microbusiness if they:

1) employ fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million;
or:
2) uses no more than 100,000 kWh of electricity per year or uses no more than 293,000 kWh of gas per year.

We will then make further attempts to resolve your concerns and find a mutually agreeable solution.

If you are defined as a microbusiness by Ofgem, and after eight weeks we have not been able to agree a resolution to your complaint, you can refer your complaint to the Alternative Dispute Resolution (ADR) services provided by the Ombudsman.

Their service is available to microbusinesses when your complaint has either:

a) reached a “deadlock” position, where we are unable to agree a resolution and have reached the end of the complaint process; or

b) been unresolved for more than eight weeks.

Ombudsman Services provide an independent and impartial Alternative Dispute Resolution service that is free for our customers to use. Resolutions can include: an apology; an explanation of what went wrong; a practical action to be taken to correct the problem; and/or a financial award. We will accept the dispute resolutions proposed by Ombudsman Services, but our clients can choose to reject them.

Their contact details are:

By Post: Ombudsman Services; Energy, P.O. Box 966, Warrington WA4 9DF

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

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