Complaint Policy and Procedure

1. Purpose

Stratagem is committed to providing high-quality products and services to all customers, clients, suppliers and stakeholders. We take complaints seriously and aim to resolve them fairly, promptly and in accordance with UK law and best practice.

This policy explains how complaints can be made, investigated and resolved.

2. Scope

This policy applies to complaints relating to:

• Products or services provided by Stratagem
• Customer service standards
• Delays, errors or failures in service delivery
• Staff conduct
• Communication issues
• Billing or contractual disputes
• This policy does not replace any legal rights available under UK law

3. Legal Compliance

This policy is designed to comply with relevant UK legislation and guidance, including:

• The Consumer Rights Act 2015
• The Data Protection Act 2018 and UK GDPR
• The Alternative Dispute Resolution for Consumer Disputes Regulations 2015
• Equality Act 2010
• Where applicable, unresolved complaints may be referred to an independent Ombudsman or ADR provider

4. Our Commitment

Stratagem will:

• Treat all complaints seriously and professionally
• Handle complaints fairly, consistently and confidentially
• Respond within reasonable timescales
• Keep complainants informed during investigations
• Use complaints to improve our services
• Maintain records of complaints securely and in line with data protection law

5. What is a Complaint?

A complaint is any expression of dissatisfaction about our business, products, services, staff or actions, whether justified or not.

Complaints may be made by customers, suppliers, contractors or anyone affected by our services.

6. How to Make a Complaint

Complaints can be made using the details below:

Please include your name and contact details, a description of the complaint, relevant dates/reference numbers, copies of supporting documents (if applicable), and your preferred resolution.

If you require assistance making a complaint, we will provide reasonable support where possible.

7. Complaints Procedure

Stage 1 - Acknowledgement

Within this stage, we will:

• Acknowledge receipt of the complaint within 3 working days
• Record the complaint internally
• Assign the matter to an appropriate staff member or manager

• Where possible, simple issues may be resolved immediately

Stage 2 - Investigation

During the investigation, we will:

• Investigate the complaint fairly and impartially
• Review relevant records and communications
• Speak with relevant staff members if necessary

• A written response will be provided within 10 working days where possible
• If additional time is needed due to complexity, we will explain the reason and provide an updated timescale
• Possible outcomes may include an explanation
• Possible outcomes may include an apology
• Possible outcomes may include corrective action and service improvement
• Possible outcomes may include an appropriate service discount

Stage 3 - Escalation or Appeal

If the complainant is dissatisfied with the outcome, they may request a review by Director within 14 days of receiving the decision.

A Director or Shareholder not previously involved will review the complaint and provide a final response within 10 working days where possible.

8. Alternative Dispute Resolution

If a complaint cannot be resolved internally, the complainant may be entitled to refer the matter to the Disputes Resolution Ombudsman ("DRO").

Stratagem is registered with the DRO, and we agree to abide by any decision they make. For energy-related disputes, complaints can be escalated to the DRO.

DRO is an independent, not for profit, alternative dispute resolution service. You can find out more at DRO - Disputes with Energy Brokers.

9. Confidentiality and Data Protection

All complaints will be handled confidentially and in accordance with the UK GDPR and Data Protection Act 2018.

Complaint records will only be shared with individuals who need access to investigate or resolve the matter.

Complaint records will normally be retained for up to 6 years after closure unless a longer retention period is legally required.

For further information, please see our Privacy Policy.

10. Equality and Accessibility

We are committed to ensuring that the complaints process is accessible to everyone.

Reasonable adjustments will be made where required under the Equality Act 2010.

Complaints will be handled without discrimination.

11. Monitoring and Continuous Improvement

We regularly review complaints to identify trends, improve customer service and reduce recurring issues.

Complaint records may include:

• Date received
• Nature of complaint
• Actions taken
• Outcome
• Lessons learned

Customer Complaint Form

Stratagem Energy Consulting Limited
Email: [email protected]
Telephone: 020 3923 9651
Website: www.stratagem-energy.com

Customer Details
Name:
Company (if applicable):
Address:
Telephone/Email:

(1) Details of Complaint:

(2) What outcome are you seeking?

Signature: ____________________

Date: ____________________