Complaints

8. How to leave feedback or complain about the Local Energy Advice Demonstrator project (LEAD) 

Consortium lead agency: Plymouth Community Energy (PEC) 

Commissioned by: Department for Energy Security and Net Zero (DESNZ)

8.1 Feedback 

LEAD encourages feedback because it is a demonstrator project and it's used to improve services. If you wish to share your views and experiences, positive or negative, simply speak to a member of staff. 

Many service providers have feedback forms available on their premises or websites. Sometimes LEAD will ask for your feedback. 

8.2 Complaints 

You have the right to make a complaint about any aspect of the project from advice, service to the work you have received through the LEAD programme. The information on this page will guide you through the LEAD complaints process, as well as the core requirements for LEAD complaints handling.

Making a more formal complaint

Services/consortium members: 

In the event of a complaint about more than one organisation – perhaps a complaint that includes issues about your energy advice service and the work that was completed – the organisations must co-operate with each other to make sure you get a co-ordinated response.

Speak to the organisation you have a contract with. Each organisation involved in LEAD will have their own complaints procedure for dealing with a complaint in a timely manner, which you should ask to see. 

If you are unable to find a resolution by first talking to the organisation, then you can usually make a more formal complaint by putting it in writing. Do so, as soon as possible after noticing the issue. 

In accordance with their complaint’s procedure, the organisation should log and investigate the complaint within set timescales, The organisation may ask you for further information or evidence as part of their investigations. If a third party is involved, then the organisation may need to discuss the complaint with them. The organisation should keep you updated throughout the process. Following an investigation, the organisations will report back their findings, and any actions that need to be taken by the various parties involved, to come to a resolution. This should all be set out in writing. 

 The organisation should let you know your options, should you be unhappy with how the complaint has been handled or the outcome. 

Someone may make a complaint on your behalf as long as they have your permission. If the consumer cannot give their consent, for example, if they have died or lack mental capacity, you may be able to complain for them.

Complaints should normally be made within 12 months of an incident or of it coming to your attention.  This may differ between organisations. 

This time limit can be extended provided you have good reasons for not making the complaint sooner and it's possible to complete a fair investigation.

This will be a decision taken by the complaints manager (at the organisation you are complaining to) in discussion with you.

You can make a complaint verbally, in writing or by email. If you make your complaint verbally, a record of your complaint will be made and you'll be provided with a written copy.

If you're complaining on behalf of someone else, include their written consent with your letter (if you're making your complaint in writing) as this will speed up the process.

If the person cannot give their consent, for example, if they have died or lack mental capacity, you may be able to complain for them. 

You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within 3 working days of receiving your complaint. 

If you accept, the discussion will cover the period within which a response to your complaint is likely to be sent. 

There's no set timeframe, and this will depend on the nature of your complaint. 

If, in the end, the response is delayed for any reason, you should be kept informed. 

Once your complaint has been investigated, you'll receive a written response. 

The response should set out the findings and, where appropriate, provide apologies and information about what's being done as a result of your complaint. 

It should also include information about how the complaint has been handled and details of your right to take your complaint to the relevant ombudsman. 

If your problem persists or you're not happy with the way your complaint has been dealt with locally, you can complain to the relevant ombudsman (see DESNZ website). Are LEAD providers governed by an Ombudsman? I don't think they are.

Many issues can be resolved quickly by speaking directly to the staff at the place where you accessed the service (see section 'xx'). 

Some people find it helpful to talk to someone who understands the complaints process first and get some guidance and support. 

You can also speak with a consortium member, who'll try to help you resolve issues informally with the service before you need to make a complaint.