Complaints Handling Procedure
Our goal is to provide our customers with a fantastic experience.
However, we are aware that unfortunate events might occur sometimes,
and we work to make sure that they are immediately rectified.
All of our clients receive the best service possible from Stealth
Energy. Please contact us if you have any issues or believe that our
service fell short of your expectations. This will help us keep up
with enhancing the service we provide to you.
Level 1 - Making a Complaint
Any expression of dissatisfaction with the service you got becomes a
complaint. If you have a complaint, please get in touch with us
right away. You can reach us in one of the following ways:
Level 2 - Acknowledgement of Complaint
We will acknowledge your complaint and send you a complaint reference number within 3-5 business days of receiving it, which you may use to check the status of a dispute.
Level 3 - Investigating your Complaint
We review any pre-sales calls or other forms of contact made to that specific contract in order to conduct an investigation into any miss-selling or contract-related complaints. If necessary, we could ask you for additional information or paperwork to make sure that all checks are complete.
Level 4 - Resolution of your complaint
We will get in touch with you after all of our checks are complete
to let you know what we discovered. We'll provide you a resolution
to your complaint. You will be able to accept or reject the
resolution depending on whether you feel the resolution is fair.
Level 5 - In Case of Deadlock
We will inform you in writing that you have the option to take your complaint to the Ombudsman if you reject the resolution and we are unable to resolve the issue with you within 8 weeks (this is referred to as "deadlock").
In this case, you must hold off on reporting your dispute to the Ombudsman for a free, neutral inquiry until the stipulated time has elapsed.
Level 6 - Contacting the Ombudsman
You may also obtain extra help to analyse your complaint from the Ombudsman Services: Energy if you believe we haven't handled your dispute after the first four levels. If eight weeks have passed since you initially brought the complaint to our attention or if you've received a "full and final position" from us, you can get in touch with the OSE. This describes our final stance in respect to your complaint and may be referred to as a deadlock. You can contact Ombudsman,
Ombudsman contact details:
You may get more details about the Ombudsman procedure online at
partners.ombudsman-services.org/our-services/our-process
Contact us:
Stealth Energy