Complaints

Real Savings UK Ltd Complaint Handling Procedure 

1. Visibility and Accessibility:

Our complaint handling procedure is given to each client following a transfer as the operation is telesabased 

 

2. Requesting the Procedure:

Clients can request a copy of our complaint handling procedure via email or post, free of charge by emailing complaints@realsavingsuk.com

 

3. Contact Details for Complaints:

Clients have 3 means of issueing a complaint; 1) by emailng to: complaints@realsavingsuk.com 2) by filling in the contact form below 3) finally by writing to us;

REAL SAVINGS UK LTD
Unit A
82 James Carter Road
Mildenhall
Suffolk
IP28 7DE
United Kingdom

 

4. Steps in Complaint Handling Process:

a. Acknowledgment:

- Upon receipt of a complaint, an acknowledgment email will be sent within 24 hours to confirm receipt and initiate the resolution process. If the customer prefers post, this will be accomadated

b. Investigation and Resolution:

- Our team will conduct a thorough investigation with the aim of resolving the complaint within 5-10 days, including any necessary investigations.

 

5. Courtesy and Respect:

We assure clients that their complaints will be handled with courtesy and respect throughout the entire process.

 

6. Expectations around Timescales:

Clients can expect a response within 24 hours of submitting a complaint and we aim to resolve complaints within 5-10 days, including any necessary investigations.

 

7. Record Keeping:

We maintain detailed records of complaints, including dates of receipt and all relevant details pertaining to the complaint.

 

8. Escalation to Ombudsman Services:

If a complaint is not resolved within 8 weeks, a final response will be given by us ie a Dead Lock Letter. The Client is then able to raise the issue with Energy Ombudmans

 

9. Ombudsman Services 

The Energy Ombudsman is an independant and impartial arbitration service, free to consumers (Domestic and Micro Businesses)

 

10. Ombudsman Services Contact Details:

Clients may contact Ombudsman Services via the following means:

Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9D
Website: www.energyombudsman.org

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)

Email: enquiry@energyombudsman.org

 

We are committed to addressing your concerns promptly and professionally. Thank you for your trust in Real Savings UK Ltd.