Customer Complaints Charter   

As we value our customers' feedback and wish to ensure the smooth running of your account(s), we have a complaints procedure in place. It provides a structured approach to handle complaints and ensures Total Gas & Power is consistent in servicing customers who have reason to complain.

It allows us to measure our performance in dealing with complaints from customers and the regulator. We can then also measure the satisfaction of customers once the issue has been resolved.

What can I expect?

We will deal with all complaints promptly, politely and fairly. We aim to provide a high standard of service but, unfortunately, there may be times when we make a mistake. If this happens you are entitled to expect any one, or a combination, of the following:

• an apology
• an explanation
• an assurance that the same mistake will not happen again
• details of the action we have taken to put things right
• an award of compensation in appropriate circumstances

How do you make a complaint?

You can make a complaint in writing, by fax, email, telephone or by visiting our office in Redhill. If you are writing, faxing or emailing your complaint please provide your telephone number if a response by telephone would be convenient. If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address.

Where to send your complaint?

In writing

Customer Services, Total Gas & Power Ltd, PO Box 336, Redhill, RH1 1FW

Telephone

01737 275800 Option 2 (Customer Services)

Fax 

01737 784900

Email

call.centre@totalgp.com (Please include ‘Complaint’ in the title of your email)

What will happen next?

We will reply to your complaint in full, within 5 working days of receiving it. If this is not possible, we will, within 5 working days, send you an acknowledgement explaining why we cannot provide you with an immediate response, including details of when you can expect a full reply. We recognise that each complaint is different and that we will need to deal with each one in the most appropriate way. Therefore, our target is to address 90% of all complaints within the 5 working days.

What if I am not satisfied with the initial response?

If you are not satisfied with our response to your complaint, you can write to the Income and Operations Director of Total Gas & Power, PO Box, Redhill, RH1 1FW who will undertake an internal review. When sending such a request, please state the reason for your dissatisfaction and include your customer reference in your correspondence.

What if my complaint has still not been resolved?

If matters still cannot be resolved you can contact the Citizen’s Advice Bureau (‘CAB’) who offer free and independent advice. CAB run a service called Citizens Advice consumer service which is the first port of call for domestic and micro business customers who have been unable to resolve complaints with Gas or Electricity companies.

CAB has several regional offices and the relevant contact numbers can be found at the following website:

• www.adviceguide.org.uk

Alternative CAB contact details:

• Tel: (08444) 111 444

If following consultation with CAB you remain unsatisfied with the response to your complaint, you may contact the Energy Ombudsman. The Ombudsman offers a free, independent service where customer and supplier cannot reach final resolution. Their final decision is binding on the energy supplier, not the customer.

The Energy Ombudsman can be contacted as follows:

• Tel: 0330 440 1624
• Textphone: 0330 440 1600
• E-mail: enquiries@os-energy.org
• www.os-energy.org

Complaints are monitored by Total Gas & Power for training purposes and to ensure that we meet our company standards, as well as identifying areas where we can make improvements for the benefit of all our customers.