At Invew, we are committed to providing excellent service, but if something goes wrong, we want to hear about it. Our complaints handling procedure ensures your concerns are addressed promptly and fairly.
Complaints can be received at Invew Ltd by email at admin@invew.co.uk, or by letter to the address:
2nd Floor Swan Buildings,
20 Swan Street,
Manchester,
M4 5JW.
Or phone by calling 0161 833 1811.
This complaints handling procedure is available for free through the post or email if required.
All complaints will be acknowledged within 24 working hours (8.30am-5pm Monday to Friday). The complaint will be thoroughly investigated by the administration manager and/or the company director. This will involve the following:
A.) Reviewing all relevant call logs and communications via phone, e-mail or post with the customer.
B.) Making necessary enquiries with suppliers in a timely fashion.
C.) Ensuring that the customer is informed of complaint progress and that the supplier has been notified.
D.) Providing a resolution to the customer (within 7 days wherever possible).
E.) Any customer making a complaint will be treated with respect and courtesy
F.) All details of the complaint and any communication with the customer regarding their complaint will be kept on record at Invew Ltd.
G.) Where no resolution is possible or within 8 weeks the customer will be advised of their opportunity to resolve the complaint via the Ombudsman Services Energy broker ADR Scheme or Via the ADR scheme with CISAS.
H.) Invew Ltd is committed to continuous improvement and any complaints will be dealt with in a professional and timely manner
I.) Should a complaint be upheld, Invew Ltd will make any necessary improvements, apologise, and where appropriate make a goodwill gesture or offer compensation.
Independent Help and Advice
Customers experiencing difficulties with their complaints can also be advised of the following independent bodies.c
Customers experiencing difficulties with their complaint can also be advised of the following independent bodies:
Find out more below:
Ombudsman Services: Energy (Approved by Ofgem)
Is the free independent scheme set up to investigate complaints from micro-business consumers that the energy company cannot resolve (after eight weeks or deadlocks). Ombudmans Services can require the company to correct the problem, apologise, explain what happened and make a financial award. Its decision are binding on the energy company but not the consumer.
Ombudsman Services can investigate if: the complaint hasn’t been resolved to the customer’s satisfaction after 8 weeks; or the energy company deadlocks the complaint (they say they can do no more to resolve it) before 8 weeks are up.
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Citizens Advice consumer service is the government funded service offering advice and information by telephone and online on a range of consumer issues, including gas and electricity. As well as being able to off practical, impartial advice, it can refer consumers to bodies that are better able to assist.
Tel: 03454 040 506
website: www.citizensadvice.org.uk
