Complaints

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Step 1
A complaint is any expression of dissatisfaction with the service received by Dorsett Consultants Ltd. A complaint may be made in writing, email, by telephone or in any other form. Please provide as much detail as possible about the reasons for your complaint and the outcome you would like to see. We retain copies of all complaints received.
Email:info@dorsettconsultants.co.uk
Telephone: 07738 237240
Post: Dorsett Consultants Ltd, 4 The Old Brewery, Furneux Pelham, Herts SG9 0TS

Step 2
We will send you a written acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.

Step 3
Within two weeks of receiving a complaint we will send you either:

1. a final response which adequately addresses the complaint; or
2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
3. If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.

Step 4
If you are not satisfied with our final response, we will be happy to consider a further response, but in the absence of new evidence or material flaws being evident in our findings, it is unlikely to change the outcome of our investigation.

Step 5
We will send you a final response which adequately addresses the complaint no later than eight weeks from receiving a complaint

Step 6

If you are unhappy with our final response, you may use Alternative dispute resolution (ADR) using Ofgem who will seek to help you. You can also use this service in the unlikely event that the complaint has not been resolved within eight weeks of submission.

Their website is https://www.ombudsman-services.org/sectors/energy-brokers and it provides more information about the service they provide and the various ways they can be contacted. The ADR scheme is impartial and free to use.

We are not responsible for the content on their website. Their contact details are below

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF Phone: 0330 440 1624 Email: enquiry@ombudsman-services.or