Our Company policy is to recognise the importance of complaints procedure that
ensures they are handled fairly and efficiently, that complaints are highlighted are
resolved is a fast and efficient manner more importantly corrective lessons are learned
and processes are put in place to prevent errors occurring again. Our complaints
process is via email direct to” Complaints@gaslecenergygroup.com –
We like to ensure any complaints regarding your submitted contracts can be dealt with
quickly and efficiently. To allow us to direct these accordingly please provide the
following contact details which can be passed on to your Energy Supplier, should we
receive contact directly.
You should ensure you have a contact available so that you can respond to any
complaints within 48 hours.
Step 1
A complaint is dissatisfaction with the service received by Gaslec Energy
Group Ltd and their staff. A complaint may be made in writing, email, by
telephone or in any other form. Please provide as much detail as possible
about the reasons for your complaint and the outcome you would like to
see. We retain copies of all complaints received.
Email : complaints@gaslecenergygroup.com
Telephone: 0161 509 9441
Post: Gaslec Energy Group Ltd, Initial Business Centre ,Unit 7 Wilson Business Park
Manchester M40 8W
Step 2
We will send you a written acknowledgement of a complaint within five
business days of receipt via post or email, confirming the person who will
be handling the complaint for the business. Wherever possible, that
person will not have been directly involved in the complaint and will have
authority to settle the complaint.
Step 3
Within 14 days of receiving a complaint we will contact you with either:
1 A final response of the complaint; or
2 A holding response, which means why we are not yet in a position to
resolve the complaint and explains when we will make further contact.
3 If we do not hear from you within a timescale of 7 days after issuing our
final response, we will assume you are satisfied with the outcome.
Step 4
If you are not satisfied with our response, we will be happy to reconsider
further evidence or material that can demonstrate our initial response was
flawed
We will send you a final response which a addresses the complaint no
later than 8 weeks from receiving a complaint
Step 6
If you are unhappy with our final response, you may use Alternative
dispute resolution (ADR) using The Energy ombudsman who will seek to
help you. You can also use this service in the unlikely event that the
complaint has not been resolved within eight weeks of submission.
Their contact details are listed below and their website provides more
information about the service they provide and the various ways they can
be contacted. The ADR scheme is impartial and free to use.
- Name: Energy Ombudsman
• Website: www.energyombudsman.org
• Email: enquiry@energyombudsman.org
• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to
1pm)
• Post: Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF
We are not responsible for the content on their website.