Privacy Policy

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Complaints Procedure for 

Trusted Partner Networks LTD

Introduction

At Trusted Partner Networks LTD [TPN], we are committed to providing high-quality consultancy services to our clients through our trusted partner network. We value our relationships with our partners and clients and aim to address any concerns or complaints promptly and fairly.

This procedure outlines how complaints will be handled by our consultancy when a client or partner raises an issue about our service, our partners, or any aspect of our work.

1. Making a Complaint

If you are dissatisfied with any aspect of the services we or our trusted partner network provide, we encourage you to make a complaint. The steps are as follows:

Step 1: Contact the Relevant Party
For any issues related to our consultancy services, please contact the designated [Client Relations/Complaints] team via:

Email: Accounts@trustedpartnernetworks.co.uk

Postal Address: Unit 21 City West Business Park St. Johns Road, Meadowfield industrial Est, Durham, DH7 8ER

If your complaint concerns a specific partner in the network, please reach out to Accounts@trustedpartnernetworks.co.uk directly, as appropriate.

Step 2: Provide Details
To help us resolve your complaint as quickly as possible, please provide the following details:

Your name, contact information, and client account details.

A clear description of the issue or concern, including dates, times, and any relevant documentation.

Any steps you have already taken to resolve the issue (if applicable).

2. Acknowledging Your Complaint

Once we receive your complaint, we will:

Acknowledge receipt within 5 working days.

Provide you with a reference number for your complaint.

Assign a dedicated member of our team or an appropriate partner representative to investigate your complaint.

3. Investigating Your Complaint

After receiving your complaint, we will:

* Review the details of the issue thoroughly.

* Contact you for additional information, if necessary.

* Investigate whether any service failures, errors, or misunderstandings occurred.

* If applicable, consult with the relevant partner in the network to understand their perspective and resolve the matter.

We aim to complete the investigation within 15 working days from the acknowledgement. If it is going to take longer, we will keep you informed and updated regularly.

4. Resolving the Complaint

After completing our investigation, we will:

* Provide you with a full written response detailing the findings.

* Explain what actions have been taken to resolve the issue, including any corrective measures or improvements to avoid a recurrence.

* If applicable, offer compensation or an apology where appropriate.

5. Escalating the Complaint

If you are dissatisfied with the outcome of our investigation or the proposed resolution, you can request an escalation. Your complaint will be reviewed by a senior manager or director, who will assess the situation and consider further action. We will notify you of the outcome within 10 working days.

6. External Dispute Resolution

If, after following the internal complaints procedure, you are still dissatisfied with the resolution, you may contact an independent third-party service for dispute resolution. For energy-related disputes, this may include bodies such as:

Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached. Energy Ombudsman is impartial and free to use

Energy Ombudsman can be contacted in the following way:

Name: Energy Ombudsman

Website: www.energyombudsman.org

Email: enquiry@energyombudsman.org

Phone: 0330 440 1624

Post:

Energy Ombudsman

P.O. Box 966

Warrington, WA4 9DF

We are committed to resolving all complaints fairly and aim to ensure a positive resolution for all parties involved.

7. Continuous Improvement

We take all feedback seriously and use complaints as an opportunity to improve our services. We will monitor complaints and trends to ensure continuous improvement in our energy consultancy services and our trusted partner network.

Contact Information:

For any queries about this complaints procedure, please contact our Client Relations team at:

Email: Accounts@trustedpartnernetworks.co.uk

Phone: 0783 3488 695

Postal Address: Unit 21 City West Business Park St. Johns Road, Meadowfield industrial Est, Durham, DH7 8ER