Winpower Direct Ltd: Complaints Policy
Our Complaints Procedure
At Winpower Direct Ltd, we are committed to providing our customers with exceptional service, and we are always looking for ways to improve. If you are unhappy with the service you have received, we treat all complaints seriously and with respect. Our aim is to resolve your concerns as quickly as possible, ideally within 5 working days, and no later than 8 weeks from the date your complaint is raised.
All complaints are formally logged and assigned a unique reference number, which you can use when communicating with us about your issue.
How to Contact Us
You can raise your complaint using any of the following methods:
- Telephone: 02080506054
- Email: info@winpowerdirect.co.uk
- Post: Winpower Direct Ltd
Vista Business Centre
50 Salisbury Road
Hounslow, England
TW4 6JQ
Stage 1: Initial Complaint Handling
If something has gone wrong or if you are dissatisfied with our service, please contact us at your earliest convenience. Our team will listen to your concerns and aim to resolve the issue as quickly as possible.
Once we receive your complaint:
- It will be acknowledged and logged with a reference number.
- We will investigate your concerns fully.
- We aim to provide a resolution within 5 working days where possible.
- If further investigation is required, we will keep you informed of the progress and aim to resolve your complaint no later than 8 weeks from the date it was raised.
Stage 2: Escalation
If you remain dissatisfied with the resolution provided at Stage 1, you can escalate your complaint to a Quality Assurance Officer for a further review.
To escalate your complaint, please email info@winpowerdirect.co.uk with your complaint reference number and explain why you are not satisfied with the initial outcome.
Energy Ombudsman Service (For Eligible Small Business Customers)
If your complaint relates to the energy services we offer and you are a small business (defined below), you may be entitled to escalate your complaint to the Energy Ombudsman. You can use their free and impartial service if:
- We are unable to resolve your complaint within 8 weeks of the date it was raised, or
- You are unhappy with our final response (if you have received a ‘deadlock’ letter).
Contacting the Energy Ombudsman:
- Website: www.energyombudsman.org
- Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
- Phone: 0330 440 1624 (Monday to Friday, 8 am to 8 pm, and Saturday 9 am to 1 pm)
- Email: enquiry@energyombudsman.org
Small Business Definition
You may be considered a small business if:
- You have fewer than 50 employees and an annual turnover of £6.5 million or a balance sheet total of £5 million, or
- You consume no more than 200,000 kWh of electricity per year, or
- You consume no more than 500,000 kWh of gas per year.
Review of Our Complaints Policy
We regularly review this Complaints Policy to ensure its effectiveness and compliance with relevant regulations. Any updates will be made available on our website.