GEM ENERGY - For Business - Complaints Procedure & Complaints Support Service

Complain about GEM ENERGY - For Business Group or your gas, electricity supplier or Network provider

GEM ENERGY - For Business Group's direct complaints procedure is detailed below or complaining about an energy supplier or network provider, we can take care of everything on behalf of you, the client, or you can follow the instructions below step by step and do everything by yourself, please remember it could take you weeks to resolve or even to speak to the correct person, our dedicated account managers within each supplier nationally enables GEM ENERGY - For Business Group to resolve issues instantly with our industry contacts and knowledge. GEM ENERGY wants you, as the consumer to be in control and GEM ENERGY - For Business has one objective for the consumer, transparency.

Complaints Procedure

Please send all complaints in writing to - compliance@gemenergyforbusines

s.com

you will receive an automatic response detailing GEM ENERGY - For Business Group's receipt of your complaint.

GEM ENERGY - For Business Group will contact you within 48Hours of the following business day to either have a resolution or to detail next course of action in full depending upon the complexity of the complaint.

GEM ENERGY - For Business Group's next course of action, detailed research

GEM ENERGY - For Business Group will research all required data, across complaint and will look to have a detailed response/resolution for the consumer within 8 weeks from the date of complaint submission, as a worst-case scenario on more complex complaints but will be far sooner in most cases.

GEM ENERGY - For Business Group will email response/resolution to the email used to register complaint within the 8-week threshold.

GEM ENERGY - For Business Group will then contact the consumer via telephone within 48 hours of the response/resolution email being sent to discuss what we have proposed for our resolution in the way of an apology, making a good will gesture or some form of compensation package and get your thoughts along with your feedback.

Ombudsman -

Taking It Further

ww w.energyombudsman.org

Email -enquiry@energyombudsman.org

- please note the ombudsman service will not take over your complaint until that eight week notice period has lapsed and this service is free of charge.

OFGEM, STEP BY STEP COMPLAINT GUIDELINES, AS STATED ON OFGEM'S WEB SITE, FULLY BACKED AND SUPPORTED BY GEM ENERGY - For Business Group

First Step

You should contact the energy company directly. The phone number and website will be on your energy invoices.

Talk To The energy Supplier in Question

Explain to the energy company what the problem is and what you want them to do about it.

Support

The Citizens Advice consumer service can help you through the process if you can’t find the energy company’s details or need support. They will give you information and advice, and lend you their expertise if you need it.

You can call them on 03454 040506 Or visit their website: www.citizensadvice.org.uk

Taking it further

Ombudsman Services Energy can investigate if: the complaint hasn’t been resolved to your satisfaction after eight weeks; or the energy company deadlocks the complaint (they say they can do no more to resolve it) before 8 weeks are up You can call them on 0330 440 1624 Or visit their website: www.os-energy.org - please note the ombudsman service will not take over your complaint until that eight week notice period has lapsed.

What should I do if I have a complaint or enquiry about an energy company?

If you have a complaint or enquiry about an energy supplier or network operator you should contact that company directly in the first instance. When you contact them, explain the issue and ask them to resolve it. You can make a complaint by email, in writing or on the phone. All companies are required through strict complaints handling standards to deal proactively with complaints from micro business consumers. They all have complaints procedures detailing how they do this.

The energy company should respond and try to resolve your complaint. You then need to decide whether you think their response is reasonable and will solve the problem you have. If it doesn’t, you need to tell them.

What if the complaint is not resolved by the energy company?

If the complaint is not resolved to your satisfaction and either eight weeks have passed since the complaint was made or it reaches a point of deadlock (where the energy company says it can do no more to resolve the complaint, whichever is sooner), you can ask Ombudsman Services: Energy to investigate. The energy company should write to you at eight weeks or deadlock to tell you how to do this.

Who are Ombudsman Services: Energy and what can they do?

Ombudsman services: Energy OS:E is the free independent scheme set up to investigate complaints from micro business consumers that the energy company cannot resolve (after eight weeks or deadlock). OS:E can require the company to correct the problem, apologise, explain what happened, and make a financial award. Its decisions are binding on the energy company but not the consumer.

Who can give me advice about my complaint or answer my questions about gas and electricity?

Citizens Advice consumer service is the government funded service offering advice and information by telephone and online on a range of consumer issues, including gas and electricity. As well as being able to offer practical, impartial advice, it can refer consumers to bodies that are better able to assist.

You can contact Citizens Advice consumer service on: 03454 040506 or visit www.adviceguide.org.uk.

Ofgem’s role in complaints and enquiries for Consumers

Ofgem do not have a direct role in dealing with individual disputes between customers and energy suppliers. Ofgem collect information from a range of sources as part of there market monitoring activity, and keep markets under review to ensure that all licensees comply with the relevant legislation and licence obligations.

There are circumstances in which a dispute between a network company and a customer may be referred to the Authority (our governing body) for determination. These circumstances are set out in statute, in particular, the Gas Act 1986 and the Electricity Act 1989 (the Acts) and in the licence obligations on network companies. For more information please see the guidance document:

GEM ENERGY - For Business Group - our role within the industry complaints procedure for business energy consumers

GEM ENERGY - For Business Group's role within the industry complaints procedure is entirely up to you as the consumer, as we can take care of all the above and much more on your behalf,support you in doing so or you can take care of everything. Please take all of above numbers, e mail's and web addresses for future use.

please remember it could take you weeks to resolve or even to speak to the correct person, our dedicated

account managers within each supplier nationally enables GEM ENERGY - For Business Group to resolve issues instantly with our industry contacts and knowledge. GEM ENERGY wants you, as the consumer to be in control and GEM ENERGY - For Business Group has one objective for you as the consumer, transparency.

Please Contact GEM ENERGY - For Business Group via the form below, making sure all of your details are correct, or on TEL - 01207 664 311 or E Mail us at: info@gemenergyforbusiness.com or compliance@gemenergyforbusiness.com for any support or guidance with the above, please don't underestimate the importance of our industry knowledge.

GEM Energy - For Business Group

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