Queries and Issues

Here at Ampower it is important to us that all our customers experience a great customer service. If, for any unfortunate reason, you experience substandard service, we have a dedicated team to resolve any queries or issues you may face.

On the first instance when you contact us for any issue; our highly trained team will log your query and provide you with a unique query reference number and the SLA for your query. Once you have been provided this information, you will also see the case handler for your query, this person will keep you updated throughout the investigation and finally provide you the resolution.

If you are still unhappy with the resolution, you can dispute this with the team and they can complete a further review including your reasons for dispute. Should necessary investigation be required, a manager will review your query and make the needed adjustments to solve it as quickly as possible.

We hope the above process resolves most of the issues/complaints However, If you still feel we haven’t dealt with them as you expected after the further review, please escalate to our complaints handler.

How to log a query or issue

You can contact our dedicated team on [email protected] or give them a call on 03301 331 050.

Feedback

For our staff members to be recognised for their splendid work, it is especially important to us that we receive feedback from all our customers regarding our customer service and how we resolved your query or issue. This is also useful, if improvements are required, thus we can make necessary changes and improve our services.

If you have time to provide us feedback, we will highly appreciate your time to either send us your feedback on [email protected] or you can provide us your feedback via our trust pilot page.

Please see below more details on Complaint process:

Complaint

What is a complaint?

A complaint is any contact form with a customer or potential customer who is dissatisfied with any part of our service.

On our complaint page you can find the following:

• The steps taken to resolve your complaint
• Citizens Advice Consumer Service
• Ombudsman Services

How you can contact us

We will do our best to be transparent and follow procedures which would be simple and easy for our customers to understand. If for any reason, you still have complaints, you can follow our 3 step Complaint procedure:

• Email or speak to our representative on 03301 331 050.
• If you are still unhappy, then our representative will hand over your complaint to a member of the team that can help.
• If your complaint is still not resolved, please send an email to [email protected] or write to: Complaints Lead, Ampoweruk Ltd 25 Shirwell Crescent, Furzton Lake Milton Keynes MK4 1GA.

Our complaint processes

Once you have received your final response from our Support Team and remain unhappy, you will then be required to raise a complaint. Once you have raised your complaint, one of our highly trained complaints handlers will be assigned and a complaint reference number will be provided to you. This is when the investigation begins, and information will be required from you.

When submitting your complaint to Ampower, we will require all the relevant information to your complaint. It is important you provide as much information as possible when logging your complaint, to help us find the best resolution for you. Your assigned case handler, if required, will email you with a date and time that they will be attempting to call you to discuss your complaint. If this is not suitable for you, please do let us know so we can rearrange this. All details surrounding your complaint will be stored in our system and can be requested at any point.

We aim to resolve all complaints as quickly as possible, although we have up to 8 weeks to provide you our final response. If you remain unhappy with the resolution following our final response, you can escalate this further with the Ombudsman Services.

Citizens Advice Consumer Service

The Citizens Advice Consumer Service provide impartial and independent advice. They will inform you of your rights as an energy consumer. If you are having any consumer issues, please visit https://www.citizensadvice.org.uk/energy/. You can find all relevant information regarding complaint handling and all information about paying and looking for an energy plan. Alternatively, you can contact the Citizens Advice Consumer Service on 03454 04 05 06. You are eligible to contact the Citizens Advice Consumer Service at any time during your complaint process.