Complaints procedure

Regent Gas complaints procedure

What is a complaint? Regent Gas defines a complaint as being any contact from/or behalf of a customer who is not satisfied with any part of our service.  Our complaints procedure is designed to ensure that any complaints are handled fairly, confidentially, and in an efficient manner.

How to complain

We would please request that you put all details of your complaint in writing, providing as much detail as possible.  Once received, we will open an investigation into the problem and attempt to update you within 14 days with either a resolution or an update of our progress to date.

You can send your complaint via email to info@regentgas.co.uk with “Complaint” in the subject line or by letter to:

Customer Services

Regent Gas Ltd

Regent House

Kendal Avenue

London

W3 0XA

If you feel that your grievance has not been resolved to the standard you expect from your initial written complaint, you can request for your complaint to be escalated to Director level for further investigation.

If your complaint relates to a problem with the delivery of your gas, we will pass it on to your gas network operator for investigation and pass on any response or compensation to you.

In the unlikely event that your complaint remains unresolved, you can complain to the Energy Ombudsman who is an independent body set up to deal with residential and small business customer disputes.  Their final decision is binding on us but not you the customer.

The Energy Ombudsman can only consider a complaint if we have been given up to eight weeks to resolve it or if we have issued you with a “deadlock letter”, i.e. a letter that states we have done all we can.

The contact details for the Energy Ombudsman are:

Energy Ombudsman

PO Box 966

Warrington
WA4 9DF

Tel: 0845 055 0760

www.energy-ombudsman.org.uk