TURNER JORDAN COMPLAINTS PROCEDURE
Turner Jordan is committed to providing the highest level of customer care and this includes an effective process for handling complaints. Our complaints procedure has been created to make sure all complaints are fully investigated and satisfactorily resolved as quickly as possible. This document sets out how you can make a complaint, how Turner Jordan will handle it, and your right to appeal if you are not satisfied with our response.
All clients making complaints will be treated with courtesy and respect.
Complaints
If you wish to make a complaint, we will handle your complaint in line with the three stages of our complaints procedure.
Stage 1
If you wish to make a complaint, please contact us in one of the following ways:
- By email: info@turnerjordan.co.uk
- In writing: Complaints, Turner Jordan Ltd, 33 Sutton Lane, Sutton in the Elms, Leicester LE9 6QF
- By telephone: 01455 282287
Alternatively, you can use the form on our contact us page.
Your complaint will be reviewed, and we will look to acknowledge this by 6pm the following business day. We will investigate and may call you to discuss your complaint. We will provide a proposed resolution to the complaint or a substantive update on the progress of resolving the issue, as sometimes a resolution may require us to liaise with other organisations. In responding we will;
- address all the points in your complaint and provide a clear explanation;
- apologise and explain what remedial action we have taken if we have fallen short;
- consider whether we can offer compensation where remedial action is not possible or is insufficient.
We endeavour to provide a substantial response within 10 business days of receipt of your complaint. If your complaint has not been resolved to your satisfaction, then you may proceed to the next stage. Please note that if you do not reply to our response to your complaint within 30 days, we may treat any appeal as a new complaint.
Stage 2
Following Stage 1, if the complaint has not been resolved to your satisfaction you can appeal the decision. If possible, please set out your appeal in writing and send it to us using the contact details above. This helps us to ensure that we have properly understood the details of your complaint and appeal. Your appeal will be considered by Turner Jordan, and we will undertake an internal review and will aim to reach a resolution within 10 business days.
Stage 3
If you have completed Stages 1 and 2 of this procedure and have not received a satisfactory response from us within 8 weeks, then you can will receive a deadlock letter from us explaining your options for what happens next.
This will explain that as we have been unable to resolve your complaint, we would recommend that you contact the Ombudsman. They will consider your complaint and may investigate. Ombudsman Services are for micro-businesses and provide an independent and impartial Alternative Dispute Resolution service that is free for our customers to use. For other customers you can take the matter to an independent body.
You may contact the Ombudsman in one of the following ways:
- By Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
- By Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
- By Email: enquiry@energyombudsman.org
Please be aware that you may be referred back to us if you have not escalated your complaint via our formal complaints’ procedure outlined in Stages 1 and 2
