Complaints Procedure
Effective Date: Updated January 2025
At Energy Funding Service, we are committed to providing a high level of service. However, if you are dissatisfied with any aspect of our service, we encourage you
to let us know so we can resolve the issue promptly and effectively.
How to Make a Complaint
If you wish to make a complaint, please contact us using one of the following methods:
* Email: funding@energyfund.org.uk
* Or contact details available on our website - www.fundingservice.org.uk
Please provide the following details to help us address your complaint efficiently:
1. Your full name and contact details (email or phone number).
2. A clear description of your complaint, including relevant details such as dates and names of any individuals involved.
3. Any supporting documents or evidence (if applicable).
4. Your preferred outcome or resolution (if any).
What Happens Next?
1. Acknowledgement:
* We will acknowledge receipt of your complaint within two working days of receiving it.
* You will receive a reference number for tracking your complaint.
2. Investigation:
* A designated team member will review your complaint and may contact you for further details if necessary.
* We will conduct a fair and thorough investigation into the issue raised.
3. Response:
* We aim to provide a formal response within 10 working days of acknowledging your complaint.
* If the investigation requires more time, we will inform you of the delay and provide an estimated response timeframe.
4. Resolution:
* If your complaint is upheld, we will explain the corrective actions we will take.
* If your complaint is not upheld, we will provide a clear explanation of our findings.
Escalation Process
If you are not satisfied with our response, you may request a further review by a senior team member. This should be done within 10 working days of receiving our response.
We will conduct an independent review and provide a final decision within 10 working days of receiving your escalation request.
External Resolution
If you remain dissatisfied with our final decision, you may escalate your complaint to a relevant external body, such as:
* The Information Commissioner's Office (ICO) for concerns about data protection:
https://ico.org.uk/
* The Financial Ombudsman Service (if applicable to your complaint):
https://www.financial-ombudsman.org.uk/
* Your Local Authority, if your complaint relates to funding applications processed through them.
Confidentiality & Data Protection
All complaints will be handled with strict confidentiality and in accordance with our Privacy Policy and GDPR guidelines.
Contact Us
If you have any questions about our complaints procedure, please contact us at:
Energy Funding Service
Hafley Court, Buckley Road, Rochdale, OL12 9DJ
Email: funding@energyfund.org.uk
Website: www.energyfund.org.uk
