If for any reason you believe that we have fallen short of our high standards of service, then please do not hesitate to get in touch*.
We are committed to putting things right as quickly as we can, however, should the person you contact be unable to provide a prompt resolution we will ensure that your case is passed to our dedicated team.
Our team will acknowledge receipt within 2 business days and work to understand the circumstances around your complaint while providing clear updates throughout, including details of any actions we are taking to put things right and how long these may reasonably take.
We aim to reach an acceptable resolution within 28-days of acknowledging your complaint.
If you are still not satisfied with the way in which we have handled your complaint in step one, or we have been unable to reach a mutually acceptable resolution within the first 28-days, your case may be escalated to our Customer Operations Manager.
They will then review your case in full to understand what else we may be able to do to resolve the matter. We endeavour to reach a mutually agreed resolution within 14 days of escalation.
However, where we cannot agree, we will provide you with our final position in the form of a ‘deadlock letter’. You can either accept this position or choose to pursue the matter further through other avenues.
We hope to resolve your issue internally but if we have exhausted our internal complaints procedure you may wish to seek independent arbitration or advice.
Crown Gas & Power is a member of the Ombudsman Service, meaning any Micro business customer*, who exhausts our internal complaints procedure may escalate their case to the Ombudsman’s free and impartial dispute resolution service.
You will be considered to have exhausted our complaints procedure if either:
You can register your complaint with the Energy Ombudsman via their website, by email, over the phone or in writing.
Alternatively, you may wish to use the Citizens Advice consumer service. The Citizens Advice consumer service provides free and independent help and advice to small businesses, assisting with a wide range of issues from contracting to making a complaint, or providing general advice for business concerns such as debt management and affordability.
Contact the Citizens Advice consumer service on 0808 223 1133 or visit www.citizensadvice.org.uk
Prompt, accurate, friendly and professional service.
When you change gas suppliers and get a fantastic deal, you worry that the service may not be good when you need it, you have certainly put that to rest.
Fantastic, Thank you!
We are really happy with the service from Crown Gas & Power. We submit readings and receive invoices on time.