Complaints Handling Process
If something has not met your expectations, we want to hear about it. Our complaints process is designed to ensure concerns are handled fairly, promptly and transparently.
At Telnergy, we are committed to delivering an excellent service. If something hasn't met your expectations, we want to hear about it. Our complaints process is designed to ensure all concerns are handled fairly, promptly and transparently, helping us resolve issues and continually improve the service we provide.
Our aim is to give our clients the right tools and know-how so that everyone — no matter how big or small — has the opportunity to make better business decisions.
However, despite working hard and with the best of intentions, we recognise that sometimes things can go wrong.
We take all complaints very seriously and aim to resolve them promptly.
If there is anything we have done that has disappointed you, or you have a more serious complaint, please let us know as soon as possible, as this gives us the earliest opportunity to put things right.
How we handle complaints
On receipt of your complaint, whether by telephone, letter or email, our team will immediately review the information you provide and report the details to our Managing Director. We will then allocate your complaint to the most appropriate number of staff to resolve it for you.
We will
- Acknowledge your complaint promptly — we aim to respond to a written complaint within 3 working days.
- Advise you clearly who is investigating your complaint and provide you with a contact address and telephone number.
- Ensure our complaint log includes your name and position.
- Record the supply or contract in question, including the MPAN or MPRN where relevant.
- Record the site address.
- Record the full complaint details.
- Record the resolution you have requested.
- Carry out a thorough investigation into the matters you have raised and instigate action if required.
- Aim to provide a full response or update within 7 days.
- Carry out any actions agreed.
Contact details
Telnergy Ltd
Hello House
135 Somerford Road
Christchurch
BH23 3PY
Tel: 01202 028 888
Email: hello@telnergy.com
If your complaint is not resolved
If you are not completely satisfied with the outcome of your complaint, or if it remains unresolved after 8 weeks, you can contact the Energy Ombudsman for a free and impartial review.
Details can be found at: ombudsman-services.org/sectors/energy
Telnergy's ADR reference: E3561
Please note that calls may be monitored or recorded for quality checks and/or staff training purposes.