Complaints Policy of Clenergy Ltd

Clenergy Ltd views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person [or organisation] that has made the complaint

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at Clenergy Ltd knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Clenergy Ltd.

Where complaints come from

Complaints may come from any person or organisation who has a legitimate interest in Clenergy Ltd. This list includes but is not limited to sub-contracted organisations/persons, client organisations or persons, members of the community.
A complaint can be received verbally, by phone, by email or in writing.
This policy does not cover complaints from employed staff, who should use Clenergy Ltd’s Discipline and Grievance policies.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following and relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with Mr William David– Company Director.

Review

This policy is reviewed regularly and updated as required.

Complaints procedure of Clenergy Ltd

Publicised contact details for complaints:

Written complaints may be sent to Clenergy Ltd at Regus House, Malthouse Avenue, Cardiff Gate International Business Park, Cardiff, CF23 8RU.

Verbal complaints may be made by phone to 0330 0011 245 or in person to Mr William David.

 

Receiving complaints

Complaints may arrive through channels publicised for that purpose.

Complaints received by telephone or in person need to be recorded. 
The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint
  • Take the complainants name, address and telephone number
  • Note down the relationship of the complainant to Clenergy Ltd (for example a client)
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainants own words

 

Resolving complaints

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to Mr William David within one week.
On receiving the complaint, Mr William David records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.

Ideally complaints should receive a definitive reply within four weeks. If this is not possible because for example an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation and any action taken as a result of the complaint.

Variation of the complaints procedure

Clenergy Ltd may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the company director should not also have the company director as the person leading the investigation.

Monitoring and learning from complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.