01785 247 995
enquiries@maloneyassociates.co.uk

Complaint Handling Process

Our Commitment

At Maloney Associates, we are committed to providing excellent customer service and professional energy procurement services. We take all complaints seriously and view them as an opportunity to improve our services and processes.

Anyone who wishes to make a complaint will be treated with courtesy, respect and fairness throughout the complaint handling process. We will keep you informed of progress and work with you to achieve a timely and satisfactory resolution wherever possible.

This Complaints Handling Procedure is available on our website and can be provided free of charge by email or post upon request.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us as soon as possible and provide:

  • Your name and contact details.
  • Details of your complaint.
  • Any supporting information or documentation.
  • Details of how you would like us to resolve the issue.

Complaints can be made by telephone, in person, by email, or in writing.

Contact Details:

Email: customer.support@maloneyassociates.co.uk
Telephone: 01785 247995
Post:
Maloney Associates
Unit 211 Pearl House
Anson Court
Staffordshire Technology Park
Stafford
ST18 0GB

Our Complaint Handling Process

Step 1: Complaint Received

Upon receipt of your complaint, we will:

  • Record the complaint in our ISO9001 Improvement log.
  • Record relevant details, including the date received, your contact information, the nature of the complaint, and any actions taken.
  • Assign responsibility for investigating the complaint.

Step 2: Acknowledgement

We aim to acknowledge your complaint within 2 working days of receipt.

Our acknowledgement will:

  • Confirm that we have received your complaint.
  • Provide the name and contact details of the person handling the matter.
  • Explain the next steps in our process.

Step 3: Investigation

We will investigate your complaint fairly, impartially and thoroughly. This may include:

  • Reviewing relevant records and documentation.
  • Listening to recorded calls where applicable.
  • Discussing the matter with employees or third parties involved.
  • Contacting you for additional information where necessary.

We may provide updates during the investigation if further time is required.

Step 4: Resolution

We aim to provide a full response within 28 days of receiving your complaint.

Our response will explain:

  • The outcome of our investigation.
  • Any actions we have taken.
  • Any proposed resolution.

Depending on the circumstances, a resolution may include:

  • An apology.
  • An explanation of what happened.
  • Corrective action.
  • A goodwill gesture.
  • Compensation where appropriate.
  • Changes to our procedures or service delivery.

Step 5: Closure

Once a resolution has been agreed, we will confirm the complaint outcome in writing and close the matter.

All complaint records will be retained in accordance with our data protection and record retention policies.

If You Remain Dissatisfied

We hope to resolve all complaints directly. However, if:

  • We are unable to reach a satisfactory resolution; or
  • More than 8 weeks have passed since you first made your complaint and it remains unresolved,

you have the right to refer your complaint to the Energy Ombudsman.

The Energy Ombudsman provides an independent, impartial and free dispute resolution service for eligible customers.

Energy Ombudsman Contact Details

Post:
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.org

The Energy Ombudsman will independently review the complaint and, where appropriate, decide on a fair resolution.

Continuous Improvement

We monitor and review all complaints received to identify trends, improve our services, enhance customer experience and ensure compliance with regulatory requirements. Feedback received through the complaints process is used as part of our commitment to continuous improvement.