CHILL Gas Complaints Procedure
If you have a complaint, we want to know as soon as possible to help us put things right quickly.
You can contact our Customer Services Team with your details and a description of your complaint Monday to Friday from 9.00am-5pm.
Call us: 02892 789 258
Email us: firstname.lastname@example.org
However you decide to contact us we will follow the below procedure.
• We will let you know we’ve received your concern
• We will tell you who will be responsible for investigating your concern and provide you with their contact details
• CHILL Gas aim to return phone calls and emails within five working days
• We will do everything we can to resolve things as quickly as possible
• CHILL Gas will keep you regularly informed of the progress of your complaint throughout the investigation process
• We will provide you with a final response within eight weeks or explain why this isn’t possible
Financial Services Complaints
All financial services complaints will be investigated and overseen by our Management Team.
• Acknowledge your complaint.
• Tell you who is investigating and provide you with their contact details.
• Carry out a thorough and impartial investigation.
• Do everything they can to resolve things as quickly as possible.
• Provide a written response within 8 weeks of receiving your complaint, informing you of the results of our investigation or explain why this isn’t possible.
If you are not satisfied with the outcome of our investigation you may be entitled to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service
The Financial Ombudsman Service exists to help resolve certain complaints when we have not been able to resolve your complaint to your satisfaction. The scheme is entirely free to use.
You should contact the Financial Ombudsman Service within 6 months from the date of our written response. They will also look into your complaint if we have not provided you with a written response within 8 weeks of receiving your complaint.
You can contact the Financial Ombudsman Service:
Exchange Tower, Harbour Exchange, London E14 9SR
By telephone:0800 0234567