Objective Of Our Policy
JESQ Solutions is dedicated to upholding and enhancing its reputation for delivering top-notch products and services. We view complaints as valuable feedback that aids us in refining our offerings and customer service. Our commitment is to promptly address the needs and concerns of our customers or potential customers, ensuring a fair, consistent, and impartial approach to complaint resolution. This policy serves as guidance for both customers and staff on how JESQ Solutions receives and manages complaints, emphasizing transparency and fairness.
Definition Of a Complaint
In the context of this policy, a complaint is defined as an expression of dissatisfaction voiced by a customer specifically pertaining to the energy service delivered by JESQ Solutions. This encompasses any concerns, grievances, or discontentment related to the provision of energy services that customers may wish to bring to our attention for resolution
How a complaint can be made
If dissatisfied with our energy service, customers should initially engage with the relevant staff members. Alternatively, if uncomfortable with this approach or if the staff member is unable to address concerns, a complaint can be lodged with JESQ Solutions through the following channels: By telephoning us on +44 (745) 051-5064: By writing to us at info@jesqsolutions.co.uk In person by speaking to any of our customer service staff If a complaint is made verbally, and if deemed appropriate, we may request a written complaint. The escalation process to Ombudsman Services will commence after an eight-week period.
Information Required for Investigation
During the complaint investigation, we rely on information provided by customers and may contact them for clarification or additional details. To expedite the process, we request the following information: Your name and contact details The name of the person you dealt with regarding your energy service. Nature of the complaint. Details of steps taken to resolve the complaint. Details of relevant conversations with JESQ Solutions
Copies of any supporting documentation. Help when making a complaint. The person managing the complaint provides necessary assistance. For further support, please contact info@jesqsolutions.co.uk
Recording Complaints
Complaint details, including facts, causes, outcomes, and actions, are recorded, with a focus on continuous improvement. Personal information is treated in accordance with relevant privacy legislation. If a complaint is lodged, personal details are recorded solely for addressing the complaint, actively protected from disclosure unless express consent is given
Feedback To Customers
JESQ Solutions aims to resolve issues at the first point of contact. If not possible, a formal complaints process is followed. Acknowledgment of receipt of a complaint occurs within three (3) business days. An initial review is undertaken, and if necessary, clarification or additional documentation may be requested. While the goal is to resolve complaints within 10 business days, delays will be communicated, and finalization details provided.
Our complaint escalation process
Efforts are made to resolve complaints at the first contact. If unsuccessful, an investigation is undertaken, with potential escalation taking up to 8 weeks. Dissatisfied customers can request escalation to Broker for an independent external review.
Complaints Under Investigation By A Regulator Or Law Enforcement Agency
If a complaint is under investigation by a relevant agency, JESQ Solutions may pause further action pending the agency’s finalization. Assistance is provided to the agency’s investigations.
Your Rights Under Consumer Law
Customers reserve the right to refer complaints to the relevant consumer protection agency at any time
Our Six-Point Complaint Process
- We acknowledge: Within three business days of receiving your complaint, we acknowledge receipt.
- We review: An initial review is conducted, determining the need for additional information or documentation.
- We investigate: Within 10 business days, an objective and impartial investigation is carried out
- We respond: Findings and actions taken are communicated following the investigation.
- We take action: Appropriate amendments are made to business practices or policies.
- We record: Complaints are recorded for continuous improvement, with personal information handled per privacy legislation.
When You Complain About One Of Our Employees
Complaints about staff are treated confidentially, impartially, and equally. Thorough investigations include informing the employee, providing an opportunity for explanation, offering appropriate support, and updating them on the complaint investigation and results
OS Impartiality
You notice an issue or problem with your provider: Contact your provider promptly to address the issue. Log the complaint with your provider: If not easily resolved, log a formal complaint with your provider, following their complaints procedure. Supply evidence for your complaint: Maintain records of calls, people spoken to, and details of communication. Allow your provider enough time to investigate: Providers have 6-8 weeks to resolve complaints. Stay in touch and escalate if needed.
Escalating the complaint to us: If unresolved after 8 weeks, bring the complaint to JESQ Solutions. Provide details, evidence, and personal information.
We’ll notify your provider: After processing the complaint, details are passed to the provider. A resolution offer may be made, and compliance is enforced if accepted.