Complaints

Agri Power Solutions Complaints Procedure

Agri Power Solutions is dedicated to offering the highest level of experience, care and customer experience at every stage of the Agri Power Solutions service offering. However, if something does go wrong and you want to make a complaint, we are committed to addressing it and fixing it as efficiently as possible.

Below you’ll find all the information you need about making a complaint, including how to contact us and what we promise to do next.

All complainants will be treated fairly and with courtesy at every step of the complaints process.

Agri Power Solutions are committed to continuous improvement and will use the outcome of any complaint to improve our future service.

What’s gone wrong?

If you’re unhappy with the service you’ve received from Agri Power Solutions, one of our employees or one of our suppliers, please let us know and we will investigate it straightaway.

If you believe you’ve experienced financial loss as a result of switching with us, please get in touch with us at the earliest opportunity. We will treat a complaint like this very seriously, and the sooner we’re made aware, the sooner we can investigate.

If your utility service has been cut off prematurely during the switching process, we will treat this as an urgent matter and contact your new provider to attempt to get your service started as soon as possible. Please note that this is extremely unlikely to occur during an energy switch.

How long before your complaint is resolved?

If your complaint is made by email or post, one of our customer service advisors will be in touch within one working day to confirm it’s been received and that we are investigating it.

Agri Power Solutions will keep you updated on the progress of your complaint at least every five working days.

We aim to resolve any complaint within ten working days.

If we have not been able to resolve your complaint you are able to seek help from Ombudsman Service:

Their service is free for you to use.

They will only assist with unresolved complaints once 8 weeks has passed since your initial complaint, or after you have received a ‘Deadlock’ letter from us (which we send by First Class post) – whichever comes first.

You will need to contact the Ombudsman within 12 months of receiving our ‘Deadlock’ letter.

Or, if your complaint has been unresolved for 8 weeks you have six years to contact the Ombudsman Service.

Their website is https://www.ombudsman-services.org/ and it holds more information about the service they provide and the various ways they can be contacted.

Alternatively, they can contacted at:

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

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

Agri Power Solutions will keep a record of the complaint, including all relevant details for a minimum period of 12 months.

How might a compliant be resolved?

At Agri Power Solutions we know how important it is to be honest and say sorry when we get things wrong.

Sometimes this may involve a goodwill gesture or compensation. A goodwill gesture may be given where we agree we should have provided a better customer experience and we decide an apology alone would not be proportionate.

Goodwill gestures are different to compensation payments. Those payments are used to recompense customers for actual evidenced loss or expenses incurred as a consequence of our actions or inactions.

Agri Power Solutions will attempt to resolve your complaint in a manner that is satisfactory to the complainant.

How to get in touch with us

We recommend that you keep any current bills, statements or other documentation you believe will be useful at hand throughout the process.

Complaints can be made and progressed through each stage of the process either by phone, in person, or in writing (including by email).

You can reach our customer service lead by:

Phone

+44 (0) 7707 563 998 (lines are open between 8:30am & 5.00pm Monday to Friday)

Email

complaints@agripowersolutions.co.uk

Post

Customer Services,

Agri Power Solutions

39 North Magdalene,

Consett,

England,

DH8 6RG