From Dawn Muspratt, Our Power’s Founding Chief Executive
‘As a customer you are our priority and we take our commitment to providing great customer service seriously.
We know that things can go wrong. Our complaints procedure helps us to put things right and gives us the information we need to learn lessons and improve our service.
There may be times where we are unable to fulfil your request however we will always explain why and offer additional advice where possible.
Our aim is to resolve complaints at the first point that you contact us. We will be open and honest about any mistakes we have made and aim to resolve them quickly and efficiently.’
What is a complaint?
We define a complaint as “any expression of dissatisfaction made to us, relating to any one or more of our products, services or the manner in which we have dealt with any such expressions of dissatisfaction, where a response is either provided by or on behalf of Our Power at the point at which contact is made or a response is explicitly or implicitly required or expected to be provided thereafter.”
In a nutshell, if something goes wrong or you’re unhappy with our service, it’s a complaint.