Complaints Procedure
It is important that you are satisfied with the service you receive from Infinite Energy Group Holdings Ltd. We're trained to achieve the highest standards of service and in the unlikely event that a customer wishes to raise a complaint, this page outlines lines our complaint process. This process ensures that any complaints are managed correctly and promptly through to resolution, whilst ensuring that the customer is kept fully informed throughout the process.
When raising a complaint, it is important that your provide us with the following information:
- Customer Name
- Date complaint raised
- Your Name
- Your Email
- Your telephone number
- Full complaint details(including sites and reference numbers were applicable)
- Your desired resolution
Step 1
You should make contact (via email, telephone or in writing) to your appointed Customer Service lead. In the event that you do not know who your dedicated contact is, please utilise the information within the table below. They will attempt to resolve any queries or complaints satisfactorily. You will receive acknowledgement within 48 working hours of your complaint, providing a detailed course of action and a realistic timescale for resolution. You will also be provided with a regular progress report until resolution has been achieved.
Telephone: 0208 181 1090
email: info@infiniteenergygroup.co.uk
Post: Infinite Energy Group Holdings, 7 Bell Yard, London, England, WC2A 2JR
Step 2
If your complaint or query has not be progressed or resolved to your satisfaction you can escalate to your Customer Service Manager (CSM) who will review the complaint as a matter of priority (if you do not know the details of your CSM (your initial dispute handler will provide you with this information). In this event that the CSM will acknowledge receipt within 24 working hours and will provide a detailed explanation, course of action and time frame for resolution within 5 working days.
Step 3
In the unlikely event that a Customer Service Manager is unable to resolve the complaint, this can be escalated to Infinite Energy’s Head of Service, who will acknowledge your complaint within 24 working hours. She will investigate, provide timescales and take remedial action to ensure prompt resolution.
Contact Method: 0208 181 1090
Details: hos@infiniteenergygroup.co.uk
Step 4
The final step for internal resolution is to escalate your complaint to the Managing Director, who will acknowledge your complaint within 24 working hours. He will investigate and take remedial action to ensure prompt resolution.
Telephone: 0208 181 1090
email: md@infiniteenergygroup.co.uk
Step 5
In the event that we are unable to resolve your complaint or your complaint remains unresolved for more than 8 weeks, you have the right to escalate directly to the Energy Ombudsman Service.
This can be done any time up until 12 months after the initial complaint was raised.
The Ombudsman Service is impartial and free for our client’s to use.
Contact Method
Details:
www.ombudsman-services.org/sectors/energy
Telephone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Post: Ombudsman Services: Energy, PO Box966, Warrington, WA4 9DF
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