Welcome to Orbital Gas & Power Ltd - Complaints

Complaints Procedure

Summary

Orbital Gas & Power Ltd (“the Company”) is committed to ensuring equality and fairness of treatment, dignity, work-life balance and we are small enough to cope, large enough to care.

Orbital Gas & Power Ltd aims to create a working relationship in which all clients, and potential customers have access to a procedure for dealing with any complaints relating to their service, and products provided by Orbital Gas & Power Ltd in a fair and timely manner.

We aim to investigate any formal complaint raised, hold a meeting, call, or communicate by email to discuss it with you, and then notify you in writing of the outcome by email or letter, giving you the right to appeal if you are not satisfied, or referring you to Ombudsman Services.

Policy Statement

This policy has been formulated to ensure that everybody is treated fairly and consistently in similar circumstances, to ensure issues are dealt with timely, fairly and reasonably, and to ensure compliance with current legislation and practice for handling of any complaint.

The Company complaints procedures are intended to:

• Promote fairness and transparency by developing and using rules and procedures for handling of complaints.

• Encourage the Company and its clients to raise and deal with issues promptly and without unreasonable delay.

• Promote consistency.

• Try to resolve matters informally without recourse to drive customer satisfaction.

• Act as a point of reference for Ombudsman Services should someone make a complaint about the way a complaint has been handled.

There are 2 main areas where clients, potential customers can raise a complaint:

Individual complaint – where an individual raises a complaint regarding their own consultant, brokerage service, or product, work relations, new working practices, bullying or harassment or T&Cs (terms and conditions).

Collective grievance – where several individuals raise the same complaint regarding their own consultant, brokerage service, or product, work relations, new working practices, bullying or harassment or their joint T&Cs (terms and conditions).

Policy

SCOPE OF POLICY AND RESPONSIBILITIES

This policy applies to all clients, customer, and potential customers and forms part of the agreement, promise with clients. Its contents are to be regarded by any person as implied, collateral or express terms to any complaint made with the Company.

It is the responsibility of all employees to ensure they are familiar with the contents of this Policy and follow the procedures and guidelines. Nonadherence of this policy could result in disciplinary action leading up to and including termination of employment.

The Company takes responsibility for achieving the objectives of this Policy, and endeavours to ensure compliance with relevant Legislation and Codes of Practice. The Company reserves the right to amend and update this Policy at any time.

This procedure applies to the control of the document and the managing of the complaint’s procedure driving accountability within Orbital Gas & Power Ltd.

POLICY OBJECTIVES

The Company regard it as important that you can air any complaint that you have about the company. Making a complaint, whether it be informal or formal, should not prejudice you in anyway and any complaint will be dealt with as soon as reasonably possible.

RESPONSIBILITIES

General

All employees irrespective of their position within the Company will have some measure of responsibility for the effective operation of this policy.

Directors

• Investigate, manage, drive resolution of any complaint made.

• Co-ordinate the provision of training to staff in the policy and procedure.

• Track and log all complaints to improve service delivery.

PROCESS

• The company log the complaint on receipt.

• The Company Acknowledge the complaint within 24 hours unless, weekend or bank holiday, then 72 hours, scheduling a call with the customer if required.

• Talk to the complainant. This will be a two-way discussion via telephone, meeting, or through digital communication example electronic mail.

• There should be constructive conversations with emphasis on finding ways to resolve the complaint.

• Listen to what the complainant has to say and consider any mitigating circumstances that you may not be aware of.

• The company then investigate the complaint reviewing the customers, clients, potential client’s complaint.

• The company identify a resolution and communicate to the complainant.

• The Complainant acknowledge resolution, and acknowledge satisfaction, or dissatisfaction.

Satisfied (Satisfaction)

This is the company's first chance to address a complainant's concerns, and most complaints are resolved at this stage. In the first instance, we will attempt to have your complaint resolved by the Director of the area or team about which you have complained. When we receive your complaint, we will contact the relevant Director and ask them to handle it.

Dissatisfied (Dissatisfaction)

If you are dissatisfied with this response, you may ask the director, or escalate directly to Ombudsman Services which is an imperial service, if the company is unable to resolve the complaint, this could take up to 8 weeks for Ombudsman Services to responded. Send your request to the admin@orbitalgp.co.uk, and, or Ombudsman Services, who will forward it to the director of the relevant team or unit for review, Ombudsman Service details below.

Ombudsman Services Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF, Phone: 0330 440 1624 or Email: enquiry@ombudsman-services.org.

Further information: Our Process | Ombudsman Services (ombudsman-services.org)

Please send your complaint or request for review to the admin@orbitalgp.co.ukat each stage.

Timescales for handling a complaint Stage 1 maximum 20 working days, acknowledgement within 5 working days (aiming for 24 hours unless bank holiday or a weekend, then 72 hours), full response within 20 working days.

We strive to complete all complaints within the timeframes listed above; however, if a complaint is extremely complex, it may be necessary to extend the time limit on occasion. If this is the case, we will keep the complainant updated on the investigation's progress, the reasons for the delay, and the new deadline.

A complainant has a maximum of 28 days from the date of the final response to request that their complaint be advanced to the next stage following any stage of the procedure.

Contact Details

Tony O’Connor (Director)

Tony.OConnor@orbitalgp.co.uk

Main Telephone Number 0333 090 5117

Main Email address Admin@Oritalgp.co.uk

Website; OrbitalGP.co.uk