Future Business Utilities Limited: Complaints
Procedure
Future Business
Utilities Limited strives to ensure that our customers
are happy and treated fairly. If a customer has a complaint, it is important to
us that we understand and endeavour to improve our standards where possible.
We embrace any feedback as an opportunity
to learn and whilst we endeavour to be perfect, we understand that this is a
journey and not a destination, mistakes may happen occasionally, if a customer
feels dissatisfied with any element of our service, we welcome the opportunity
to put things right.
Our internal complaints procedure is
in place to handle your complaint fairly and efficiently and to ensure that any
complaints are dealt with in a consistent manner. However, if you feel there
has been an issue in our dealings or that we did not handle your issue in the
right manner, in turn resulting in the desired end result you may be able to go
direct to Consumer Direct (funded by the Office of Fair Trading)
1. Complaints may be made in writing,
email, by telephone or in any other form. Please provide as much detail as
possible about the reasons for your complaint and the outcome you would like to
see.
2. We reserve the right to decline to
consider a complaint that is made more than six months after you became aware of
the cause of the complaint. There may be instances where we will waive this
requirement at our discretion. We will confirm to you if a complaint has been
made outside the time limit that we are prepared to consider.
3. We will send you a written or
electronic acknowledgement of a complaint within five business days of receipt,
identifying the person who will be handling the complaint for the business.
Wherever possible, that person will not have been directly involved in the
matter, which is the subject of the complaint, and will have authority to
settle the complaint.
4. Unless you expressly advise us not
to, we may also try to contact by telephone in the interests of understanding
your complaint and ensuring we properly address it.
5. Within two weeks of receiving a
complaint we will send you either:
. a final response which adequately
addresses the complaint; or
i. a holding response, which explains
why we are not yet in a position to resolve the complaint and indicates when we
will make further contact with you.
6. We will send you a final response
which adequately addresses the complaint no later than eight weeks from
receiving a complaint.
7. Where we decide that redress is
appropriate, we will provide you with fair compensation for any acts or
omissions for which we are responsible and will comply with any offers of
redress which you accept. Appropriate redress will not always involve financial
redress, for example, it may involve an apology or offer to re-do work
conducted.
8. If you are not satisfied with our
final response, we will be happy to consider a further response, but in the
absence of new evidence or material flaws being evident in our findings, it is
unlikely to change the outcome of our investigation.
9. If we do not hear from you within a
timescale of 14 days after issuing our final response, we will assume you are
satisfied with the outcome.
In writing: | ATT: Complaint Handling Unit Worcester WR38ET |
By Phone: | 08008611808 |
Via Email: |
Our aim is to resolve all concerns
internally. However, if you are not satisfied with our final response, or if we
have not got back to you within the time frame above you have every right to go
The TPI Code Manager.
“Please follow the relevant links
below:”
https://www.tpicodeofpractice.co.uk/contact-us/
http://www.tpicodeofpractice.co.uk/make-a-complaint/
N.B Once a complaint has been logged
with the TPI Code Manager we are not able to answer or deal with the query as
this will be out of our hands. We hope this does not happen as we value you as
our customer and want to help fix any issues you may have. Thank you.