top of page

SG POWER LTD – Complaints Procedure
Registered Address: Elm Cottage, Willow Lane, Rugby, CV22 5LX

 

1. Introduction

At SG POWER LTD, we are committed to providing a high-quality service to all our clients. We value our customers and take all complaints seriously, handling them with courtesy, respect, and impartiality. Our aim is to resolve any issues quickly and effectively and to use feedback to drive continuous improvement.

 

2. Visibility and Accessibility

  • This complaints procedure is published on our website and is available free of charge by email or post on request.

  • You can request a copy of our complaints procedure at any time by emailing us at sebastian@sgpower.uk or writing to us at the address above.

  • We welcome complaints in person, by phone, in writing (including email), or by post.

 

3. How to Make a Complaint

If you have a complaint about our service, you can contact us using any of the following methods:

  • By Phone: 07884747453

  • By Email: sebastian@sgpower.uk

  • By Post: SG POWER LTD, Elm Cottage, Willow Lane, Rugby, CV22 5LX

When contacting us, please provide the following details (where possible):

  • Your full name, address, and contact information (phone/email).

  • A clear description of your complaint, including relevant dates.

  • Copies of any relevant documents.

 


 

4. Our Complaint Handling Process

  1. Acknowledgment

    • We will acknowledge receipt of your complaint within 5 working days.

    • We will provide you with a reference number (if applicable) and the name of the person dealing with your complaint.

  2. Investigation

    • A suitably trained complaints handler will thoroughly investigate your complaint.

    • We will treat your case impartially, fairly, and with respect.

    • We may request further information from you if needed to help us assess the matter fully.

  3. Response & Proposed Resolution

    • We aim to respond to complaints within 10 working days where possible.

    • If the matter is more complex, we will keep you updated on our progress and let you know when we expect to provide a final response.

    • Where we find that your complaint is justified, we will take appropriate steps to put things right, which may include:

      • An apology

      • A goodwill gesture

      • Compensation (where applicable)

  4. Record Keeping

    • We maintain a record of all complaints received, including the date received and all subsequent correspondence.

    • These records help us monitor our performance and continually improve our services.

 

5. Escalation to the Energy Ombudsman

Our goal is to resolve your complaint directly. However, if:

  • We have been unable to resolve your complaint to your satisfaction, or

  • More than 8 weeks have passed since you first raised your complaint and it remains unresolved,

you have the right to escalate the matter to the Energy Ombudsman. This service is impartial and free for you to use. Their contact details are:

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

 

6. Our Commitment to Continuous Improvement

We view complaints as an opportunity to learn and improve. We regularly review our complaint handling procedures and outcomes to ensure that:

  • We address any underlying issues promptly.

  • We identify areas of concern and take steps to prevent similar complaints in the future.

  • We continuously train our staff to maintain high standards of service.

 

7. Timescales and Keeping You Informed

  • We will keep you informed at every stage of the investigation and resolution process.

  • If we need more time than initially stated, we will explain the reasons for any delay and give you a revised timeframe.

 

8. Further Information

  • Our complaints procedure is free to use. You will not be charged for any steps taken while we handle your complaint.

  • If you have any queries about this procedure or need further assistance, please contact us on 07884747453 or email sebastian@sgpower.uk.

 

Thank you for helping us improve our services.
By following this procedure, we aim to ensure that all complaints are handled promptly, fairly, and with the utmost respect and courtesy.

 

Issued by SG POWER LTD, Elm Cottage, Willow Lane, Rugby, CV22 5LX

bottom of page