Complaint Handling Procedure
We are a member of the Ombudsman Services Energy Broker ADR Scheme, and Full Members of the Utilities Intermediaries Association (UIA) and are signed up to their Code of Practice which is a Complaint Handling Procedure in itself
You can email email@example.com, call 01179 506 502 or write to Gaia Energy Brokers Limited 143 Lake Road, Westbury on Trym, Bristol BS10 5JG
Any Customer, Supplier or other complaints will be treated with courtesy and respect.
We will aim to initiate a response to any complaint on the same day if possible, and to resolve any issue within 30 working days
We will keep a record of the complaint date and all relevant data pertaining to it
If your complaint cannot be resolved directly with us within eight weeks, you can escalate to the complaint, free of charge, to Ombudsman Services
Contact details for Ombudsman Services: Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DFPhone: 0330 440 1624Email: firstname.lastname@example.org
The aim of this procedure is to reinforce our commitment to continuous improvement.
In order to resolve a complaint, we will be willing to apologise, make a goodwill gesture or provide compensation if appropriate.