Introduction

Our Customer Complaints Procedure is designed to ensure that complaints about Apollo Energy's services and products are managed and resolved as quickly and effectively as possible.

Scope of this procedure

Our Customer Complaints Procedure applies to all customers/clients of Apollo Energy Ltd; it may also be used by members of the public.

A complaint may cover the standards, performance, decisions or actions of one or more of our employees; it may relate to our products or services; it can relate to our business as a whole. Complaints may refer to breach of codes, mis-selling, the behaviour of a member of our staff and their general competence.

Aims of this procedure

Apollo Energy is extremely proud of its relationship with its clients and welcomes feedback at any time in order to ensure this positive relationship continues.

In the event that negative feedback is not satisfactorily resolved, this procedure ensures complaints are dealt with swiftly and effectively.

Stages of the complaints procedure

Should an initial approach not result in the required resolution, the following procedure should be used:

Stage one

Details of the complaint should be sent in writing to the following address:

Apollo Energy Ltd, Parkside House, 190-192 Wigan Road, Euxton, Chorley, PR7 6JW

Alternatively, they may be emailed to:

jackiegray@apolloenergy.co.uk or eddiegray@apolloenergy.co.uk

Full details of the complaint, the preferred method of contact, any information regarding any previous attempt to resolve this matter, and the preferred solution should be included. The complaint will be logged in our complaints log.

We will acknowledge any complaint within 24 hours, giving an indication of how long we need to investigate the matter. We may need to contact the person raising the complaint or the supplier/manufacturer of particular services/products for further details or to investigate further.

At the end of our investigations, we will confirm the outcome of the complaint. This will include further details of who to write to if the outcome is not considered to be satisfactory. If no response is received within 14 days of sending our confirmation, we will assume that the situation is resolved. However, if the problem arises again, please do come back to us.

Stage two

If a complainant remains dissatisfied with the outcome of their complaint, please write to Jackie Gray or Eddie Gray outlining your concerns.

Following further inquiries, we will confirm the outcome of this further investigation in writing and aim to respond within seven working days.

External referral

In the event that we are unable to reach a satisfactory outcome to the complaint within seven working days, the complaint can be referred to the Utilities Intermediaries Association (UIA) and the Independent Code Manager, for further consideration.
Details of the UIA Redress Procedure, together with the contact details, are contained on their website www.uia.org.uk. Details of the Independent Code Manager are available from Apollo Energy. In the event of a complaint being referred to these organisations, we agree to be bound by their decision.

Effectiveness of this procedure

We expect our employees to respond to any form of complaint and to ensure that any potential dissatisfaction on the part of a client or member of the public is reported and dealt with promptly.

Therefore, any concerns relating to the application or effectiveness of this procedure should be reported to Jackie Gray or Eddie Gray who will investigate further and take any appropriate action to ensure this procedure remains effective.

Implementation, monitoring and review of this procedure

Any queries or comments about our Customer Complaints Procedure should be addressed to:

Eddie Gray, Apollo Energy Ltd, Parkside House, 190-192 Wigan Road, Euxton, Chorley, PR7 6JW.

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