Complaints Procedure

Here at Powerpay we are passionate about giving our customers an exceptional service, however, we understand that occasionally things can go wrong.

If this happens, we’d really like your feedback – not only does it allow us an opportunity to resolve your concerns, it also helps us to learn and improve our customer service. 

If you have a concern or are dissatisfied in some way, our Customer Experience Team will investigate your concerns in a fair and independent manner. 

To allow the Customer Experience Team to investigate and resolve your concerns, please ensure that you provide us with:

• your name
• business name
• business address
• telephone number
• email address
• explanation of your concerns 

Upon receipt of your concerns, the Customer Experience Team will look to acknowledge your complaint within three working days and aim to resolve the matter within 5 working days.

However, whilst we will make every effort to resolve your complaint as soon as possible, there are some circumstances in which this may take longer. If it does take longer than this we will keep you updated with the progress of your complaint and, where possible, an anticipated resolution date.

After receiving an initial resolution to your complaint, if you remain dis-satisfied, your concerns can be escalated to our Customer Experience Team by contacting us on 0333 188 9150 or emailing us at info@thepaymentspeople.com 

Again, the Customer Experience Team will aim to provide you with a resolution within 5 working days. If this is not possible, you will be kept informed.

The UK Energy Ombudsman has instructed businesses such as ourselves of further guidance to ensure customers are aware of their rights and their correct, and most efficient way, to handle customer complaints. In short, it’s our duty to let you know that you have a right to complain to the Energy Ombudsman, should your complaint not be resolved by us in-house.

Your right to complain to the Energy Ombudsman, and the details we must provide:

• that the customer has the right to refer the complaint to the Energy Ombudsman
• that the Energy Ombudsman is independent of the energy company
• that it is free of charge
• the types of redress available (an apology, an explanation of what went wrong, a practical action to be taken to correct the problem and/or a financial award)
• that it’s decision is binding on the company but not the customer
• 
  

You shall receive an initial response from us within 8 weeks of your complaint. This shall explain the nature of your complain, and how we aim to bring you a solution.

This would detail our final position on your case, whether or not you have responded to our initial 8-Week Letter, before you take your complaint to the Energy Ombudsman. Any compensation, or solution proposed, shall be detailed within and the viability of this solution remaining if you choose to take your complaint to the Energy Ombudsman.

You may contact the Energy Ombudsman in the following ways:

• Website – www.energyombudsman.org
• Phone – 0330 440 1624
• Email – enquiry@energyombudsman.org
• Postal Address – The Energy Ombudsman, P.O. BOX 966, Warrington, WA4 9DF