We always aim to provide a high standard of care in our services and where our customers have expressed any dissatisfaction, we will consider it as a complaint and find an agreed course of action to resolve the matter quickly and effectively to the customers satisfaction.

WHO CAN COMPLAIN

Anyone who has been affected by DRConsultancy services can make a complaint.

A representative can complain on behalf of the affected party if;

1. They have died
2. Cannot make a complaint themselves, or
3. Have given consent for the representative to act on their behalf

METHODS OF COMPLAINT

You can complain 

1. In Person
2. By telephone
3. Through a representative
4. By letter
5. By email or contact us form on this website.

The complaint should be made as soon as possible after the date which the event occurred or came to your notice. If 6 months has lapsed, we may not be able to investigate your complaint as effectively and fairly as we would like.

THE PROCEDURE

1. We will take details of the complaint and record them on the company’s complaint log.
2. For complaints via phone, we will ask the customer to put the complaint in writing via email or letter.
3. We may ask the customer for any paperwork or documents to support their complaint.
4. If we need to visit the property this will be arranged with the customer and will be performed by one of our senior team.
5. We will keep documentation on the complaints log of any contact made with the customer and any measures taken to resolve the complaint.
6. Our senior management will respond to the customer via phone or in writing with our findings within 14 working days of receiving the complaint. Whenever we can, we will aim to sort the complaint more quickly than this.
7. We will regularly review the complaints log and identify any actions that need to be taken place to stop recurring complaints

ESCALATION

If we cannot resolve a complaint and the customer is not satisfied with any actions offered, we will direct them to our Energy Assessment Scheme (Elmhurst) who will assist in helping them to resolve the complaint. They can be contacted on 01455 883250 www.elmhurstenergy.co.uk.

Please note the energy Assessment scheme will not investigate the complaint until the provider has had an opportunity to respond and offer resolution.