To achieve our goal of customer satisfaction, it is important for you to understand our complaints procedure.
What constitutes a complaint?
At Iresa we regard a complaint as when a customer or his/her representative contacts us because they are dissatisfied with any part of our services.
How to make a complaint:
Whether you are a single fuel or dual fuel customer, the procedure below is applicable.
We are able to receive your complaint from your Iresa online account, or you may choose to send your complaint via email to firstname.lastname@example.org. Our team will then attend to the email and contact you for clarification where necessary. Hence, we request that you include your customer ID in the complaint email you are sending to us.
Another way is to visit us OR send your complaint by letter to the address below:
The Quadrant Business Centre
Nuart Road, Beeston. Nottingham.
Remember to include your name, customer ID and email address.
Alternatively, you may want to log your complaint by calling our customer service agent lines. The lines are open from 8am to 6pm from Monday to Friday. The number is 0115 727 0982. We will also aim to resolve complaints received in this manner within 5 working days after receipt.
All calls are recorded for training and quality assurance purposes. Our customer services agents have been trained to demonstrate an utmost level of professionalism and respect for our valued customers.
Our team will try their best to resolve your issues within five working days after receiving your complaint. However, for matters that require input from other departments, they may need to escalate the issue to the appropriate person or specialized team to handle.
We expect that such escalated issues will be resolved within 5 working days, depending on the nature of the complaint. However, there are some complaints that depend on our technical agents and such matters may take up to 30 calendar days to resolve.
Disputes may be resolved by an apology, explanation, corrective action and financial compensation in appropriate circumstances.
If you are unhappy with how we have handled your complaint, we will carry out an internal review and will let you know within 5 working days. We will tell you how long we expect it will take to resolve the issue.
If you need independent advice It’s important to know your rights when it comes to energy. You can get free, independent advice from Citizens Advice if you need any help. For example, they can help answer questions about your bills or meter, and check if you can get discounts, grants or a cheaper tariff. Visit citizensadvice.org.uk/energy or contact the consumer helpline on 03454 04 05 06 to find out more. Send an email using their energy query form.
You have the right to contact Ombudsman Services if you receive a deadlock letter from us or we have been unable to resolve your complaint for 8 weeks or more.
The Ombudsman Energy Service is a free and independent body that investigates complaints between customers and their energy suppliers.
The contact details are below:
The Ombudsman Services: Energy
Phone: 0330 440 1624
Ombudsman Services: Energy
PO Box 966