Regent Gas complaints procedure
Whilst Regent Gas will always strive to maintain high levels of customer service, there will be occasions unfortunately where standards are not met and it is important to us to resolve such queries as quickly as possible.
Step 1Get in touch
You can contact Regent Gas by the following methods:
Email us at: complaints@regentgas.co.uk Call us on: 0845 241 2700 Write to us at: Complaints Department, Regent Gas Limited, Regent House, Acton, London, W3 0XA After you raise a complaint, a member of the Regent Gas team will acknowledge receipt of your complaint within 1 to 5 working days and provide you with a complaint reference number. The team will then review your complaint and following investigations, provide you with a detailed response, along with our decision and any resolution we can offer. We will aim to complete the process within 20 working days from the point we have confirmed your complaints reference number.
Step 2Escalating your complaint
Should you not be happy with our proposed resolution or the Team’s handling of the complaint within the 20 working day time frame set out in Step one, then you can escalate your complaint and a senior member of staff will review the matter and aim to reach mutually agreeable resolution. This process will be completed within 10 working days after it has been escalated.
Step 3Independent Arbitration for Micro Business and Small Business Customers
The Energy Ombudsman
We hope that your complaint is resolved by the two steps outlined above but if we have failed to resolve your complaint and you are a Micro Business*/Small Business** customer then you have the right to seek arbitration from the Energy Ombudsman. The Ombudsman will review your case and suggest action to be taken by us or you. Their decision is binding on us but not you the customer.
In order to raise a complaint with the Energy Ombudsman, you complaint must have either been open for at least 8 weeks since it was first raised and/or have received a ‘Deadlock’ letter from us confirming our final position.
You can contact the Energy Ombudsman by:
Visiting them at: www.energyombudsman.org Calling them on: 0330 440 1624 Emailing them at: enquiry@energyombudsman.org Writing to them at: Energy Ombudsman, P.O Box 966, Warrington, WA4 9DF Citizens Advice
An alternative to the Energy Ombudsman is Citizens Advice.
Citizens Advice offer free and independent advice to Micro and Small businesses on a range of topics which can be found on their websites along with their respective contact details
www.cas.org.uk (for Customers in Scotland)
*To qualify as a Micro Business customer, you must use less than 100,000 kWh of electricity a year; use less than 293,000 kWh of gas a year; or have fewer than 10 employees (or their full-time equivalent) and an annual turnover total not exceeding 2 million Euros.
**To qualify as a Small Business customer, you must have fewer than 50 employees and an annual turnover of £6.5 million or a balance sheet total of £5 million; or an annual electricity consumption level of 200,000kWh; or an annual gas consumption level of 500,000 kWh.
