Ginger Energy Ltd:
Complaint Handling Procedure
Introduction
Ginger’s business approach is to win and retain Customers through a comprehensively open and honest approach, always acting with integrity and adopting the very best industry standards.
It is our intention to prevent any circumstances where a Customer would wish to make a complaint.
We look to achieve this by ensuring that all our interactions with Customers are conducted in a fair and transparent manner and they are presented with products and services that meet their needs.
This procedure describes how Ginger Energy (Ginger) will deal with a Complaint made by a Customer.
The process described below is documented in greater detail in an internal Complaints Procedure, and the purpose of this is to provide an overview of what will happen if a Complaint is received, and what timescales will apply.
This procedure and/or the full internal procedure (ref. OpPro_010) are available by email or post, at no charge, upon request.
How To Register a Complaint
Should a Ginger Customer wish to make a Complaint, they can contact us by:
Email: Any member of staff or a Director or complaints@gingerenergy.co.uk
Web site: The Contact form on the Ginger website (www.gingerenergy.co.uk/contact)
Ginger will at all times treat Complainants with courtesy and respect.
Please note, that a customer of Ginger is a business entity who has engaged with Ginger through a letter of authority or express written contract. Customers are not domestic residents who occupy an apartment in building owned or operated by a customer of Ginger Energy.
If you are a domestic resident, please see the section on Utility Recharge Complaints below.
Energy Brokerage Complaints
In respect to Ginger’s energy brokerage services, the process conforms to the guidance issued by the Ombudsman Services Energy Broker ADR Scheme, and if a Complainant is dissatisfied by Ginger’s response, or the process has not been closed within eight weeks, then the Complainant is entitled to take the matter to the Ombudsman who provide an independent, impartial and free service. www.energyombudsman.org; Phone: 0330 440 1624 Email: enquiry@energyombudsman.org. Post: Energy Ombudsman, P.O. Box 966, Warrington WA4 9DF.
Utility Re-charge Complaints
Residents wishing to raise a complaint about billing produced by Ginger Energy on behalf of one of our customers should address their correspondence to the supplier entity named on their energy bill, care of Ginger Energy and send it to complaints@gingerenergy.co.uk.
Ginger Energy acts as a billing agent on behalf of bill issuers and may respond to complaints on their behalf. However, ultimate responsibility for billing and account management remains with the bill issuer. Complaints must therefore be made to the supplier entity shown on the energy bill, rather than to Ginger Energy directly.
Each supplier operates under its own complaints procedure. Residents can view the relevant complaint procedure for their development by entering their postcode in the Resident Area of our website. For clarity, all invoices sent by Ginger include the bill issuer’s entity name.
Complaint Handling Procedure
See below.
Commitment to Continuous Improvement
Ginger review all Complaints received on a quarterly basis to determine what steps can be taken to prevent further Complaints and improve Customer service.
