The principle assigned to deal with complaints is:
Contact: Complaints Team
11 Sinclair Way
Prescot
L34 1QL
Tel No: 0151 458 3000
Email: admin@dpsenergy.co.uk
www.dpsenergy.co.uk
Company Registration No: 13053049
Step-by-step complaints procedure:
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, sometime we may not get things right the first time.
When that happens, we want you to tell us what went wrong so we can put matters right.
We want to:
Make it easy for you to tell us what went wrong;
Give your complaint the attention it deserves;
Resolve your complaint fairly without delay; and
Make sure you are satisfied with how your complaint was resolved.
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
Making a Complaint:
At DPS Energy & Heating, we seek to provide excellent service but we understand that sometimes things can go wrong. We’ll work hard to resolve any issues as quickly as possible with the following approach to Complaints Handling.
- We will try to resolve any complaints as soon as possible
- We will always provide you with an explanation and an apology wherever we have caused the problem
You can contact DPS Energy & Heating in any of the ways listed below:
- Call us:
0151 458 3000
between 9am – 5:00pm Monday to Friday - Email us :
admin@dpsenergy.co.uk
Address your email to the complaints team - Write to us: DPS Energy
11 Sinclair Way Prescot Merseyside L34 1QL
Complaint Handling Process:
If you contact us via telephone our Customer Service Advisors will attempt to resolve the matter with you immediately. However, if the matter cannot be immediately resolved the advisor will take down your complaint and investigate this further for you. We will acknowledge your complaint within 5 working days.
We will endeavor to respond to your complaint in full within 10 working days. Sometimes this is not possible as we may need further time, if so, we will keep you updated with the new timescales we put in place for resolving your complaint.
If we cannot reach a resolution to the complaint within 8 weeks we will either:
- Write to you with further timescales of when we intend to resolve your complaint.Or
- Issue a letter of deadlock that you can use to escalate your complaint
The Financial Ombudsman Service:
Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
Financial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.
Telephone: 0151 458 3000
Email: admin@dpsenergy.co.uk
Complaints Team.