Like all businesses, Total Gas and Power is having to work differently during the COVID-19 pandemic. Our offices are now closed and as a result our resource levels are reduced. Staff have been deployed to cover emergencies and priorities first. If you have an existing complaint we are continuing to work these with a reduced resource level and having to take into account the limited capability of some of our 3rd party suppliers, who for example at present are unable to complete any work involving a site visit except for emergencies.
If you wish to raise a new complaint, please do so via our website, but please be aware that our service levels at this time may be longer than stated in our Charter. Thank you for your understanding.
As we value our customers' feedback and wish to ensure the smooth running of your account(s), we have a complaints procedure in place. It provides a structured approach to handle complaints and ensures Total Gas & Power is consistent in servicing customers who have reason to complain.
It allows us to measure our performance in dealing with complaints from customers and the regulator. We can then also measure the satisfaction of customers once the issue has been resolved.
We will deal with all complaints promptly, politely and fairly. We aim to provide a high standard of service but, unfortunately, there may be times when we make a mistake. If this happens you are entitled to expect any one, or a combination, of the following:
- An apology
- An explanation
- Details of the action we have taken to put things right
You can make a complaint in writing, by email or by telephone. If you are writing or emailing your complaint please provide your telephone number if a response by telephone would be convenient. If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address.
- In writing: F.A.O. Complaints Department, Customer Services, Total Gas & Power Ltd, PO Box 336, Redhill, RH1 1FW
- By Telephone: 0333 003 7874
- By Email: [email protected] (Please include ‘Complaint' in the title of your email)
We will provide a substantive response to your complaint, outlining what we have done in response, and any outstanding actions and related timescales, within 10 working days of receiving it. Our objective is then to ensure you are kept fully updated as we work to resolve your complaint. For awareness where a complaint involves a third party such as a broker or consultant, it may be necessary for us to contact them to help with the investigation and resolution.
If matters still cannot be resolved you can contact the Citizens Advice Bureau (CAB). The Citizens Advice consumer service provides free and independent help and advice to small businesses on energy issues from contract issues to making a complaint or advice if you’re struggling to afford your bills.
Visit the ‘Know Your Rights’ publication for more information:
You can consult the Citizens Advice Bureau at any stage in the complaints process.
Contact the Citizens Advice consumer service on 03454 04 05 06 or visit www.adviceguide.org.uk
If you still remain unsatisfied with the response to your complaint, and we have informed you that we can take no further action, or 8 weeks has passed since you originally told us about your complaint, you have the right to contact the Energy Ombudsman. The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It is free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available. Their final decision is binding on the energy supplier, not the customer.
The Energy Ombudsman can be contacted as follows:
If matters still cannot be resolved you can contact the Citizens Advice Bureau (CAB). The Citizens Advice consumer service provides free and independent help and advice to small businesses on energy issues, from contract issues to making a complaint or advice if you're struggling to afford your bills.
Complaint still not resolved?
If you still remain unsatisfied with the response to your complaint, and we have informed you that we can take no further action, or 8 weeks have passed since you originally told us about your complaint, you have the right to contact the Energy Ombudsman.
Know your rights
It is easy to get free independent advice regarding your energy supply as a customer to "Know your rights"
To find out more, visit 'Know your rights' leaflet (opens in new window) on the Citizens Advice website.