Complaints Policy

Stoic Energy Complaints Policy & Procedure

Stoic Energy is committed to providing a quality, transparent service, working in an open and accountable way to ensure that we build and maintain the respect and trust of our valued suppliers, partner’s customers, and staff complaints process.

We continually review our systems, policies and procedures across all areas to help to enable us to consistently improve our service and offerings. One of the ways we make this possible is by listening and responding to the views of our Suppliers, partners, customers and staff. In short, we take complaints very seriously.

When making a complaint to us, we will ensure that:

• Making a complaint is as easy as possible;
• Any and all complaints are taken seriously and responded to immediately and appropriately;
• All complaints are dealt with promptly and professionally and treated confidentially;
• Our response to your complaint will include an explanation, information regarding any action taken, and a sincere apology where we have made mistakes or got things wrong;
• Your complaint and any feedback will be used as a tool for improving our services, educating and providing further training to staff and will influence the annual review of our complaints policies and procedures.
• We recognise that many concerns or complaints about Stoic Energy will be raised informally and dealt with quickly, often immediately.

We aim to ensure that all informal  complaints are:

• Resolved quickly;
• Dealt with in a discreet manner;
• Facilitate mediation between the complaint and the individual to whom the complaint has been referred, if necessary.
• In most cases, an informal approach is wholly appropriate for managing and dealing with informal complaints, with all parties satisfied with the outcomes. However, if concerns cannot be resolved in an informal manner, we will refer all complaints to our formal complaints procedure.

Definition: 

Stoic Energy defines a complaint as ‘any expression of dissatisfaction with Stoic Energy, with a member of staff, or with any of our suppliers/partners which requires a formal response’.

Purpose: 

Stoic Energy formal complaints procedure is intended to ensure that all complaints are satisfactorily resolved and handled in a manner that is fair, consistent and transparent.

It is the complainant’s responsibility to:

• Bring their complaint to the attention of Stoic Energy within eight weeks of the issue arising, in writing;
• Raise concerns directly with Stoic Energy to ensure that a resolution can be reached and the issue can be thoroughly investigated, where appropriate. Complaints about Stoic Energy directed to third parties, including unofficial websites, forums or discussion boards will not be responded to;
• Explain the problem as clearly and in as much detail as possible, including any action taken, conversations held, dates, times and names, if possible;
• Allow Stoic Energy a responsible time to process and deal with the complaint;
• Recognise that some circumstances may be beyond Stoic Energy's control and work with Stoic Energy to inform third parties of any matters arising.

Confidentiality: 

Every effort will be made to ensure that complaints received will remain confidential. In the exceptional circumstances where this may not be possible, the situation will be fully outlined to the complainant. This will depend entirely on the nature of the complaint and each complaint will therefore be judged on an individual basis.

Complaints Procedure

Step 1

Please send an email to info@stoicenergy.co.uk with the subject line 'Formal Complaint'  with as much detail in relation to your dissatisfaction, including the outcome you are seeking. Please let us know your preferred method of future contact and details.

Step 2

A member of our complaints team will then review your case as well as any available evidence. We aim to respond to you within five working days, including our proposed resolution.

Note we may need to liaise with energy suppliers, independent brokerages, or internally to address your concerns, so complex complaints may take longer to investigate.

Step 3

Our complaints team will generally be able to either resolve your complaint or advise of our position following a review of your written concern. 

If you are unhappy with the proposed resolution you can then escalate your case to Stoic Energy’s Managing Director by emailing complaints@stoicenergy.co.uk providing the complaints reference number that was given to you by the resolution team in their written response.

Alternatively, you can write to us :

FAO Managing Director

Stoic Energy

Unit 4 

Metropolitan Business Park

Lancashire

FY3 9LT

Step 4

Our Managing Director will review your case and provide you with a response which sets out our final position and any resolution available.

If you require free, impartial and independent advice, you can contact your local Citizens Advice or visit the Citizens Advice consumer website www.citizensadviceorg.uk