Complaint Handling Procedure

Contract Natural Gas Limited

Complaint Handling Procedure

Introduction

At CNG we like to do things the way we do because our customers tell us that’s what really works for them – things like proper telephone access to a UK-based team, and genuine one-to-one account management from someone who understands your business inside out.  These are what help us build successful, long-lasting relationships with businesses of all shapes and sizes, right around the country.

There may be times, however, when we won’t meet your expectations.  This document sets out what you can do in those circumstances and what we will do in response.

Contacting us about a complaint

We take complaints very seriously, and though we aim to provide our customers with the very highest level of service we are aware things can go wrong.  When this happens we will do all we can to resolve your complaint as quickly as we can. Please always contact CNG first.

How you can contact CNG:

·          call one of our customer service team during office hours on 01423 502554;

·          fax us on 01423 502556;

·          send an email to service@cngltd.co.uk;

·          write to us at:

Contract Natural Gas Ltd
CNG House
5 Victoria Avenue
Harrogate
North Yorkshire HG1 1EQ     

Or

·          come to see us at the above address during office hours. Our office hours are between 9 a.m. and 5 p.m. Monday to Friday.  You can fax, e-mail or write to us at any time.

What we will do

In the first instance contact one of our customer service team, using any of the methods listed above, and an adviser will try to resolve your complaint immediately.  If this cannot be done, it will be passed to a member of our Customer Relations Team to investigate further. They will give you a reference number and investigate your complaint in detail, and hopefully aiming to resolve the complaint within 24 hours of receipt.

Very complex situations may take longer than 24 hours to resolve, and if this is the case a Senior Manager from our Customer Relations Team will keep you informed throughout the process what is happening to your complaint. This will usually take 10 working days, but may go to a maximum of 40, but you can be assured we will keep you fully informed.

If your complaint cannot be resolved at this stage, and we still cannot agree a way forward our Managing Director will be happy to re-examine your case. After exploring every possible action we’ve taken and any correspondence between us, and a mutual resolution can’t be agreed we’ll send you our Final Response letter.

Resolving your complaint

As part of resolving your complaint, we may offer you an apology, explanation or compensation.  When appropriate, we may also change our procedures to avoid a recurrence of the issue that led to the complaint.

We will consider that a complaint is resolved when you indicate that is the case.  You can re-open a complaint by telling us.  At this point, we will direct you to the complaints handling procedure on our website and offer to provide you with a copy of the procedure free of charge.

If we conclude that we are unable to resolve your complaint to your satisfaction, or if a period of eight weeks has elapsed without resolving the complaint, we will provide you with written details of the independent redress scheme that is available to you, when we send out our Final Response letter .

Independent redress

We are members of the Ombudsman Service Limited (tOSl), who can provide you with a free, independent mechanism for resolving long-standing complaints.  tOSl’s conclusions are binding on us, but not on you.  You have a right to refer a complaint to tOSl in the following circumstances:

·          you first advised us of the complaint less than nine months earlier; and

·          either we have notified you within the previous six months that we are unable to resolve your complaint to your satisfaction; or

·          a period of at least 8 weeks has elapsed since you first advised us of the complaint and the complaint remains unresolved.

Once a case is determined to be within the scope of the service, evidence is gathered from the complainant and the company and is considered by an investigating officer. A Provisional Conclusion is reached which is sent to both the complainant and the company. The parties can either accept the Provisional Conclusion or submit further representations. The Ombudsman will consider following the receipt of any further representations, all the material related to the case, she shall then issue the Final Decision.

The Ombudsmen will review the case details and determine an appropriate resolution, which we’ll be obliged to comply with.

You can contact tOSl in the following ways:


By phone between 9am and 5pm, Monday to Friday: 0845 055 0760, or 01925 530263 or 0330 440 1624

Fax:                  0845 055 0765, or 01925 530264 or 0330 440 1625

Textphone:          0845 051 1513, or 01925 430886

tOSl take calls from those using RNID Typetalk Relay and TextDirect Services.

In writing to:

Energy Ombudsman,
PO Box 966, Warrington WA4 9DF

E-mail:           enquiries@energy-ombudsman.org.uk

Website:        www.energy-ombudsman.org.uk

Reviewing the handling of your complaint

We may use your comments to improve our services and avoid similar problems in the future.

We will endeavour to resolve your complaint as quickly and thoroughly as we can.  However, if you are not satisfied with how we have handled your complaint, you can ask us to review our actions.  We will undertake an internal review and provide you with the conclusions.  As with your original complaint, if you are not happy with our conclusions, you are able to refer this matter to the redress scheme.

Independent advice

If you have a problem, please contact us first and we will try to help you. If we can’t resolve your problem, or if you would like independent advice, you can contact Consumer Direct, which offers free impartial advice and support to gas and electricity consumers, by one of the following means:

By phone:           08454 04 05 06

By email via:       www.consumerdirect.gov.uk

The Citizens Advice Bureau (CAB) also provides free impartial information and advice. For the nearest CAB, please see your local phone book or Yellow Pages.

Website - www.citizensadvice.org.uk