Complaints Procedure
Please select a product below, for relevant complaint procedures.
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Energy
We are committed to offering the very best in customer service. However, we know that things do sometimes go wrong.
Step 1
- If your complaint is related to a service you received from Pozitive Energy, please call our Customer Care Team on 0333 370 9900, send an email to customercare@pe.solutions or raise a complaint via Enalytics.
- If your complaint is related to a service you received from a Third Party Intermediary (TPI), please contact them to resolve your complaint or refer to Your rights section on how to escalate your complaint.
Step 2
- If your complaint about our service has not been resolved to your satisfaction, then you can raise the matter with our Complaints Team, who will undertake an independent internal review.
- Please be aware that our Complaints Team can only assist with matters that our Customer Care Team have dealt with first. You can contact our Complaints Team by emailing complaints@pe.solutions.
Your rights
If you are a domestic or microbusiness customer, and have not received a satisfactory response from us and reached a ‘deadlock’ or eight weeks have passed since you first registered your complaint, you can contact Energy Ombudsman at www.energyombudsman.org for their impartial review of your complaint. Any decision they make will be binding on us, but not on you, so you can seek further advice if you wish to.
If you are a microbusiness customer, and have signed up with Pozitive Energy following a recommendation from a Third Party Intermediary (TPI) and you’re unable to resolve your complaint with them, you can contact Energy Ombudsman at www.energyombudsman.org for their impartial review of your complaint.
Independent support
Independent advice is available to domestic and microbusiness customers at any stage from Citizens Advice. Contact Citizens Advice if you need help with an energy problem – for example with your bills or meters, or if you’re struggling to pay for the energy you use.
Go to https://www.citizensadvice.org.uk/consumer/energy/energy-supply/ if you are based in England & Wales or https://www.citizensadvice.org.uk/scotland/consumer/energy/energy-supply/ if you are based in Scotland.
Or call their consumer service free on 0808 223 1133.
Water
First Business Water Limited is committed to providing the highest level of customer care and this includes an effective process for handling complaints. Our complaints procedure has been created to make sure all complaints are fully investigated and satisfactorily resolved as quickly as possible. This policy sets out how you can make a complaint, how First Business Water will handle it, and your right to appeal if you are not satisfied with our response.
First Business Water customer service team is available Monday to Friday, from 9.00am to 5.00pm and you can contact us by telephone, email, letter, or through our website.
If you wish to make a complaint, we will handle your complaint in line with the four stages of our complaints procedure.
Stage 1
If you wish to make a complaint, please contact us in one of the following ways.
Email: contactus@firstbusinesswater.co.uk
In writing:
Complaints Team,
First Business Water Limited,
Floor 10 (North West),
One Canada Square,
Canary Wharf,
London,
E14 5AB
By telephone: 0800 849 1342
Your complaint will be reviewed by our complaints team who will aim to respond to your complaint by 5pm the following business day. We will investigate and may call you to discuss your complaint. We will provide a proposed resolution to the complaint or a substantive update on the progress of resolving the issue, as sometimes a resolution may require us to liaise with other organisations.
In responding, we will;
- address all the points you raised in your complaint and provide a clear explanation;
- apologise and explain what remedial action we have taken if we have fallen short;
- consider whether we can offer compensation where remedial action is not possible or is insufficient.
If appropriate, we will place your account on hold while we investigate your complaint.
If the complaint has not been resolved to your satisfaction within 10 business days or you are dissatisfied with our response, then you may proceed to the next stage. Please note that if you do not reply to our response to your complaint within 30 days we may treat any appeal as a new complaint.
Stage 2
Following Stage 1, if the complaint has not been resolved to your satisfaction you can appeal the decision. If possible, please set out your appeal in writing and send it to us using the contact details below. This helps us to ensure that we have properly understood the details of your complaint and appeal. Your appeal will be considered by First Business Water Complaints Manager who will undertake an independent internal review and will aim to reach a resolution within 10 business days.
Complaints Manager,
First Business Water Limited,
Floor 10 (North West),
One Canada Square,
Canary Wharf,
London,
E14 5AB
Stage 3
If you have completed Stages 1 and 2 of this procedure and are not satisfied with our response to your appeal, or if you have not received a satisfactory response from us within 10 business days, you can take the matter to an independent body who will consider your complaint and may investigate.
Please be aware that you may be referred back to First Business Water if you have not escalated your complaint via our formal complaints procedure outlined in Stages 1 and 2.
The next stage would be to contact the Consumer Council for Water. The Consumer Council for Water is the final stage for complaints about First Business Water and their service is independent, free and confidential.
Email: enquiries@ccwater.org.uk
In writing:
The Consumer Council for Water
1st Floor
Victoria Square House
Victoria Square
Birmingham
B2 4AJ
Through their website: www.ccwater.org.uk
Telephone: 0300 034 2222
Stage 4
Should you feel that the Consumer Council for Water has not provided a satisfactory response, you can contact the ADR Group. We have fully subscribed to the ADR Groups alternative dispute resolution scheme which provides you prospect to seek independent and professional assessment of your complaint.
Email: consumer-dispute@adrgroup.co.uk
Through their website: www.consumer-dispute.co.uk
Telephone: 0203 600 5050
Emergency complaints
If you wish to complain about an emergency situation such as concerns about water quality, loss of water supply or sewer flooding, please contact your wholesale water or sewerage provider using the contact details available on our website at www.firstbusinesswater.co.uk/emergencies.
Between 9.00am to 5.00pm, Monday to Friday you can obtain this information by calling 0800 849 1342.
Telecoms
We are committed to offering the very best in customer service. However, we know that things do sometimes go wrong and we are committed to resolving any complaints in a timely manner.
Pozitive Telecom will endeavour to resolve any complaint to your satisfaction. Where this is not possible you have the option of referring your complaint to an alternative dispute resolution service. We are members of the Ombudsman Service. In the event you wish to take your complaint further the details of this service can be found at the end of this document.
Step 1
If your complaint is related to a service you received from Pozitive Telecom, please call our Customer Care Team on 0333 370 9900 or
send an email to telecomhelp@pe.solutions, please include all the information specified above.
Write to us at the following address: Floor 10 (North West), One Canada Square, Canary Wharf, London, E14 5AB
When sending an email or writing to us please include the following information as this will enable us to handle your complaint more efficiently:
Your name and any relevant account details;
The date the problem occurred and details of the problem;
Your telephone number;
Our team will discuss with you your complaint and try to resolve your complaint with you as quickly as possible. This will normally be carried out over the phone; however, if a call is not suitable, please advise how we best get in touch with you.
If it is not possible to resolve your complaint in the immediate term, we will advise of the steps which will be taken and the timescales. Where a complaint needs further information and cannot be resolved immediately, we aim to update you in 10 days; however, this may not always be possible depending on the nature of the complaint.
Step 2
If you are not satisfied with the way your complaint is being handled or the response we have provided, you can ask for your complaint to be escalated by being passed to our Complaints Team who will undertake an independent internal review.
Please be aware that our Complaints Team can only assist with matters that our Customer Care Team have dealt with first. You can contact our Complaints Team by emailing complaints@pe.solutions.
Once we have proposed a resolution for the complaint, we require you to confirm you are happy with the outcome within 28 days. After this time the complaint will be deemed closed.
If you are unhappy with our conclusion of your complaint after it has been through the process under step 2, you may refer the issue to the Ombudsman Service for free, details can be found below.
Your right to have the matter referred to ADR
If you have not received a satisfactory response from us and we have reached ‘deadlock’ or eight weeks have passed since you first registered your complaint, it can be referred to Ombudsman Services (https://www.ombudsman-services.org/sectors/communications) for their impartial review. This service is free of charge to you. Any decision they make will be binding on us, but not on you, so you can seek further advice if you wish to.
To take your complaint to the Ombudsman Service, we will send you an Alternative Dispute Resolution (ADR) letter, which you will need to share with them. We are required to send an ADR letter to you:
where your complaint has been through every stage of our internal complaints process and we have informed you of the outcome of that investigation, you have confirmed that you do not consider the proposed outcome to be satisfactory and we have confirmed that we do not intend to take any further action with regard to the dispute; or
automatically, if after 8 (eight) weeks of lodging your complaint and us confirming receipt, it remains unresolved.
Contact details for the Ombudsman Service are as follows:
Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614
Email: enquiry@ombudsman-services.org
Independent support
Independent advice is available to domestic and microbusiness customers at any stage from Citizens Advice. You may wish to contact Citizens Advice if you need help in relation to your rights concerning a communications service – for example, if you’re struggling to pay for the communications services you use.
Go to https://www.citizensadvice.org.uk/consumer/ scroll down to the Phone, TV or internet section.
You can contact an adviser through the national phone service:
Adviceline free (England): 0800 144 8848
Advicelink free (Wales): 0800 702 2020
Advice Helpline free (Scotland): 0800 028 1456
Relay UK – this service maybe easier if you trouble using the phone or can’t hear or speak easily, you can type what you want to say:
18001 then the Adviceline or Advicelink number. You can use Relay UK with an app or a textphone. There’s no extra charge to use it. Find out how to use Relay UK on the Relay UK website.
Adviceline is available 9am to 5pm, Monday to Friday. It’s usually busiest at the beginning and end of the day. It’s not available on public holidays.