Complaints Policy
Your opinion matters to us and if we don't deliver to the high standard of service you expect or make a mistake, we want to know. We will investigate any complaint and work to resolve it as quickly as possible.
How we process complaints:
Step One
Contact us with the following information included:
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Your full name, address and telephone number
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Details of any previous communication you have had with us
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Details of your complaint
We aim to resolve the issue as soon as possible, but if this is not possible, we will note all the details of your complaint and arrange for the problem to be resolved in the nearest possible date.
You can contact us in one of the following ways:
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In writing:
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By phone: 0345 548 4080
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By email: contact@wirralgasgroup.com
Step Two
We aim to resolve your complaint immediately. However, if a more detailed investigation is needed, we strive to provide a final response within four weeks. If this isn't possible, we'll keep you informed, explain the delay, and let you know when to expect a resolution.
Step Three
We hope it never comes to this, but if you're unhappy with how we've handled your complaint, the outcome, or if eight weeks have passed without a final response, you may have the right to refer your case to the Financial Ombudsman Service.
You can contact them in one of the following ways:
In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
By phone:
0800 023 4567
By email:
complaint.info@financial-ombudsman.org.uk
Website:
Please remember that you need to file your complaint to the Financial Ombudsman Service within six months of receiving our final response.