We are committed to providing a high level of service, but if you are not satisfied with the service you have received, we want to address your concerns promptly and effectively.
Steps to Resolve a Complaint:
- As your Domestic Energy Assessor (DEA), I take all complaints seriously. Should you have any concerns or questions about the service provided, please reach out to me directly through one of the following contact methods:
- Telephone: +447491216484
- Email: info@gaselecbag.com
- Address: GasElecBag, 27 Old Gloucester Street, London, WC1N 3AX
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If your initial complaint was made verbally, whether in person or by phone, please follow up by submitting it in writing. Address your written complaint to ‘The DEA Manager’ at the postal address listed above.
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Upon receiving your written complaint, I will acknowledge receipt within 3-4 working days. In this acknowledgment, I will invite you to share any additional information or concerns you may have.
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I will conduct a thorough investigation of your complaint. Within 21 days of receiving your written complaint, I will provide you with a written response outlining the outcome of my investigation and the steps that will be taken to address your concerns.
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If you are not satisfied with the resolution offered, we can discuss the possibility of mediation through the relevant accreditation body of the energy assessor or another recognized arbitration service. This step is aimed at finding a mutually agreeable solution without escalating the issue further.
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Should the mediation not resolve your complaint to your satisfaction, you have the option to refer your complaint to an external arbitration service. The Chartered Institute of Arbitrators offers a Dispute Resolution Service that may be suitable, depending on the nature of your complaint. They can be contacted at: Address: Dispute Resolution Services, Chartered Institute of Arbitrators, 12 Bloomsbury Square, London WC1A 2LP
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If at any stage you feel that your complaint is not being handled appropriately, you can escalate the matter to the Nationwide EPCs Professional Conduct team. They will ensure that your complaint is reviewed and managed in accordance with professional standards.
Timeframes mentioned are intended to ensure that your complaint is dealt with efficiently. However, if there are any delays, I will keep you informed throughout the process.
Our goal is to resolve your complaint to your satisfaction, and your feedback is essential in helping us improve our service.