Complaints Policy & Procedure

L Powered Statement

L Powered Ltd is committed to providing excellent Customer Service. Whilst every effort is taken to provide excellent customer service, we appreciate mistakes can be made. If you have an issue with your experience, please raise this with us as we aim to resolve any concerns promptly and efficiently, we will also use the feedback to improve our existing procedures.
Our complaints procedure has been set up for people who feel dissatisfied with the service & experience they have received. It is also an assurance that we have a consistent approach to following up and responding to the complaints with a view to continuously improve our performance. L Powered have a simple four step approach for ease of handling complaints. This policy regularly reviewed to ensure that necessary improvements to our service can be made, they are identified and more importantly acted upon.
The objective is to ensure complaints are dealt with promptly, efficiently, courteously and systematically. Customers are kept informed of the progress and resolution of their complaint.

Our Process

How can a complaint be made?

By speaking with a member of our office team 01909 281168
In writing
By Email: info@lpoweredltd.com

On receiving your complaint, we may send you a consumer document checklist which will detail the information we require in order to investigate your concerns.

How we handle complaints and what happens next

Our office teamwill ensure your complaint is registered, acknowledged and responded to in accordance with our complaints handling process below. We may request further information to enable us to investigate the concerns which you raised, please note should this information not be provided, we may be unable to fully investigate your concerns.

Stage 1

Upon receiving your complaint, this will be recorded on our system and allocated a reference number. You will receive acknowledgement of your complaint within 2 working days in writing, by email or both (as requested). When acknowledging your complaint, we may request information from you to be able to investigate your concerns, once the relevant information has been provided, we will fully investigate your concerns and provide a response within 7 working days.

If it has not been possible to resolve your concerns at stage 1, we may escalate your complaint to stage 2 of the complaints procedure when this is reviewed by the company director. However, should no further information be provided your complaint may not be escalated and this will be our final response to the matter.

Stage 2

Should the complainant be unhappy with the way the complaint has been dealt with, the complaint will be reviewed by the company director who will liaise with the relevant department to try and resolve the matter amicably. Should the director feel the complaint does not require further investigation, you will be notified in writing that LPowered LTD have issued their final response to the matter. You will be provided with a response to your concerns in writing within 10 working days.

Stage 3

If at any time a dispute cannot be resolved amicably then both parties can refer the matter to an independent conciliation as a way of resolving the situation. We must agree to conciliation if that is your wish. The Conciliation Service used is that offered by Renewable Energy Consumer Code (RECC) and is described in their consumer code. It aims to reach a non-legal solution to the dispute in a reasonable timescale. (Please see full terms and conditions). For more information on RECC resolution please visit https://www.recc.org.uk/consumers/how-to-complain

Financial Ombudsman Service (FOS)

Alternately if you still feel dissatisfied with the outcome and/or wish to seek further advice, you can refer your complaint to the Financial Ombudsman Services (FOS), free of charge, but you must do this within six months from your first complaint acknowledgement. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was a result of exceptional circumstances. For more information, please review the leaflet ‘Want to take your complaint further’ http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm The address of the Financial Ombudsman service is:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

For further details on the Financial Ombudsman service visit www.financial-ombudsman.org.uk

All customer complaints are treated in strictest confidence, fairly and comply with the Data Protection Act. We value our customer’s complaints and aim to resolve complaints quickly and amicably.