Our complaint handling procedure is given to each client following a transfer as the operation is telesabased.
Clients can request a copy of our complaint handling procedure via email or post, free of charge by emailing complaints@realsavingsuk.com.
Clients have 3 means of issuing a complaint:
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 accommodated.
Our team will conduct a thorough investigation with the aim of resolving the complaint within 5-10 days, including any necessary investigations.
We assure clients that their complaints will be handled with courtesy and respect throughout the entire process.
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.
We maintain detailed records of complaints, including dates of receipt and all relevant details pertaining to the complaint.
If a complaint is not resolved within 8 weeks, a final response will be given by us, i.e., a Dead Lock Letter. The Client is then able to raise the issue with Energy Ombudsman.
The Energy Ombudsman is an independent and impartial arbitration service, free to consumers (Domestic and Micro Businesses).
Clients may contact Ombudsman Services via the following means:
We are committed to addressing your concerns promptly and professionally. Thank you for your trust in Real Savings UK Ltd.
