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Introduction

We take customer complaints extremely seriously and are committed to resolving issues quickly and efficiently, ensuring customers feel they have been dealt with fairly.

Records

All complaint records are held for at least 72 months and/or the duration of the measure’s guarantees in line with GDPR.

Process

Log customer complaint

All complaints shall be logged onto our customer complaints tracker and an acknowledgement email/letter sent to confirm receipt.

For reference, the creation of a complaint has been augmented with closed system and GDPR compliant Vertex AI to streamline the identification of any factors that a customer may wish to  express dissatisfaction about. This enables faster focus, discussion and action on the important points. For the avoidance of doubt, the AI tool supports process and is wholly validated by the customer and/or our own representatives in real time.

Within 24 hours of receipt of the complaint the following people will be notified:

• The Retrofit Coordinator
• TrustMark Scheme Provider (if applicable)
• Designated customer complaints handler

Assessment and initial response

The designated complaint handler will carry out the investigation working with key parties concerned, including the Retrofit Coordinator (if applicable) and the installer to gather all the key facts concerning the complaint, for the complaint so that an action can be agreed. Once collated a complaint acknowledgement email/letter sent to confirm the following detail;

• Understanding of the concerns being raised,
• Acknowledgement and explanation where UKEM feel it is unjustified, and
• Confirmation of next steps where remediation/additional work is required.

Customer acceptance

We wish to ensure customers understand and are satisfied with the resolution plans we create and/or explanations we give. Therefore, once the scope of works and/or redresss to close out a complaint are agreed we aim to complete within 10 working days; all factors within our control permitting.

Confirmation of redress/remediation

Once all redress is completed customers will be contacted to confirm completion followed by a documented final response.

The final response will consist of one of the following:

• UKEM accept the complaint, and when appropriate, have provided redress or other remedial action;
• UKEM doesn’t accept the complaint but in exceptional circumstances has offered redress or remedial action as a goodwill gesture;
• UKEM rejected the complaint and explains why the complaint has been rejected;
• An indication that a final response cannot be issued at this time, including an explanation of why it cannot provided and when UKEM might expects to issue a final response; or
• An indication that all or part of the complaint has been forwarded to another party with an explanation as to why UKEM believes the other party should address the complaint or relevant part of the complaint. Relevant other parties are refenced in the escalation section below
  • For the avoidance of doubt, if only a part of the complaint is forwarded to another party, we will provide an appropriate response to the remaining portion of the complaint applicable to UKEM.

Escalation

In the case where a customer is not satisfied with UKEMs position then we should be referred to the relevant Ombudsman Service as per the Alternative Dispute Resolution Law that protects consumer’s rights.

Home Improvement Ombudsman Service

If our customers are not satisfied with our response or UKEM indicates that it is not able to issue a response within eight weeks, we will advise our customer if they are entitled to refer their complaint to the Furniture &home improvement Ombudsman Service. Any such referral must be completed within six months of the date of the final response. The final response will include the contact details of the Ombudsman Service.

It is important that our customers give us the opportunity of addressing any concerns first before escalating their complaint to the Ombudsman Service as they will only consider a complaint after we have had the opportunity to sort out the matter under our internal complaints process.

Their details are below:

Ombudsman Services: Furniture & home improvement
Premier House

First Floor, 1-5 Argyle Way, Stevenage, SG1 2AD

Telephone: 0330 241 3209 (calls are free from a land line)
Email: info@fhio.org
www.fhio.org/

Financial Ombudsman Service

If the complainant is not satisfied with our response or UKEM indicates that it is not able to issue a response within eight weeks, we will advise if the complainant is entitled to refer their complaint to the Financial Ombudsman Service. Any such referral must be completed within six months of the date of the final response. The final response will include the Financial Ombudsman Service explanatory leaflet which describes how a complaint may be referred to them.

It is important that our customers give us the opportunity of addressing any concerns before escalating a complaint to the Ombudsman Service.

Their details are below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 (calls are free from a land line)
Email: complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk

Data Privacy Complaints

Complaints about the privacy of a person’s personal data should be submitted to us at UK Energy Management (NE) Ltd. 6 Crown Road, Quay west business village, Sunderland. SR5 2AP. In the unlikely event a complaint regarding the privacy of personal data remains unresolved after submission to us, customers may contact the Information Commissioners Office via their website www.ico.org.uk or telephone 0303 123 1113.

Our Privacy Policy provides further information on data we may hold about a person, how we use it and for how long we may store it. Timescales for record retention may vary considerably, depending on the subject matter of a customer’s interaction with UKEM.