It is important that you are satisfied with the service levels that you receive from LASER. We train our staff to achieve the highest standards of service and in the unlikely event that a customer wishes to raise a complaint, this document outlines lines our complaint process. This process ensures that any complaints are managed correctly and promptly through to resolution, whilst ensuring that the customer is kept fully informed throughout the process.
When raising a complaint, it is important that your provide us with the following information:
You should make contact (via email, telephone or in writing ) to your appointed Customer Service lead. In the event that you do not know who your dedicated contact is, please utilise the information within the table below. They will attempt to resolve any queries or complaints satisfactorily. You will receive acknowledgement within 2 working days of your complaint, providing a detailed course of action and a realistic timescale for resolution. You will also be provided with a regular progress report until resolution has been achieved.
| Contact Method | Details |
|---|---|
| Telephone | 0800 484 0840 |
| info@laserenergy.org.uk | |
| Post | LASER, 1 Abbey Wood Road, West Malling, Kent ME19 4YT |
If your complaint or query has not be progressed or resolved to your satisfaction you can escalate to your Customer Service Manager (CSM) who will review the complaint as a matter of priority (if you do not know the details of your CSM (your initial dispute handler will provide you with this information). In this event that the CSM will acknowledge receipt within 1 working day and will provide a detailed explanation, course of action and time frame for resolution within 5 working days.
In the unlikely event that a Customer Service Manager is unable to resolve the complaint, this can be escalated to LASER’s Head of Customer Services, Samantha Dowland, who will acknowledge your complaint within 1 working day. She will investigate, provide timescales and take remedial action to ensure prompt resolution.
| Contact Method | Details |
|---|---|
| Telephone | 01622 236708 |
| sam.dowland@laserenergy.org.uk | |
| Post | LASER, 1 Abbey Wood Road, West Malling, Kent ME19 4YT |
The final step for internal resolution is to escalate your complaint to the Director of Energy, Nigel Hartnup, who will acknowledge your complaint within 1 working day. He will investigate and take remedial action to ensure prompt resolution.
| Contact Method | Details |
|---|---|
| Telephone | 01622 236871 |
| nigel.hartnup@laserenergy.org.uk | |
| Post | LASER, 1 Abbey Wood Road, West Malling, Kent ME19 4YT |
In the event that we are unable to resolve your complaint or your complaint remains unresolved for more than 8 weeks, you have the right to escalate directly to the Energy Ombudsman Service.
This can be done any time up until 12 months after the initial complaint was raised.
The Ombudsman Service is impartial and free for our client’s to use.
| Contact Method | Details |
|---|---|
| Website | www.ombudsman-services.org/sectors/energy |
| Telephone | 0330 440 1624 |
| enquiry@ombudsman-services.org | |
| Post | Ombudsman Services: Energy, PO Box966, Warrington, WA4 9DF |