Last Updated: August 2024
VoltShare is committed to providing high-quality services and customer satisfaction. We value feedback from our customers and wider communities in which we operate, as it helps us improve our services and maintain our commitment to excellence.
This Complaints Policy outlines how you can raise a complaint, how we handle them, and our commitment to resolving issues in a timely and effective manner.
Our Comitment
- Customer-Centric Approach: VoltShare is dedicated to ensuring that all customers and other stakeholders in our business have a positive experience with our services. We take all complaints seriously and aim to resolve them as quickly and efficiently as possible.
- Transparency: We are committed to being open and transparent in our communications with customers regarding their complaints and the steps we are taking to address them.
- Timely Response: We will acknowledge and respond to all direct inquiries or complaints within one month of receipt.
How to Make a Complaint
You can raise a complaint through any of the following methods:
- Email: Send an email to our customer service team at complaints@voltshare.co.uk.
- Phone: Call our customer support line at 0808 303 0629 during business hours (Monday to Friday, 9:00 AM - 5:00 PM).
- Online Form: Complete the online complaint form available on our website at: https://www.voltshare.co.uk/contact
Please provide as much detail as possible, including your contact information, the nature of your complaint, and any relevant supporting documents.
Complaint Handling Process
- Acknowledgement: Upon receipt of your complaint, we will send you an acknowledgement within five working days. This acknowledgement will confirm that we have received your complaint and provide you with a reference number.
- Investigation: Our customer service team will thoroughly investigate your complaint. This may involve contacting you for further information or clarification.
- Resolution: We aim to resolve all complaints within one month of receipt. However, if the investigation requires more time, we will notify you of the delay and provide an estimated resolution time.
- Final Response: Once the investigation is complete, we will provide you with a written response detailing our findings and any actions taken. If you are not satisfied with the resolution, you may request a further review by a senior manager.
Escalation Process
If you are not satisfied with our final response, you can escalate your complaint to the following:
- Senior Management: You can request that your complaint be reviewed by a senior manager at VoltShare. This request can be made through the original communication channel used for your complaint.
- External Mediation: If you are still not satisfied with the outcome, you may seek mediation through an external body, such as the Energy Ombudsman or a relevant consumer protection organisation.
Continuous Improvement
VoltShare is committed to continuously improving our services. We analyse all complaints to identify trends and areas for improvement. Feedback from customers and other stakeholders is an essential part of this process, and we appreciate your input.
VoltShare values your feedback and is committed to ensuring that your concerns are addressed promptly and effectively. Thank you for helping us maintain our high standards of service.
This Complaints Policy is subject to periodic review and may be updated to reflect changes in our processes or regulatory requirements.