Putting Things Right

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.

Letting us Know About Your Complaint

Phone: 0808 168 4534

When you call us to make a complaint the Customer Care Advisor will attempt to resolve matters during the call. 

You can email us at: complaints@our-power.co.uk

You can write to us at: Our Power Energy Supply Ltd, The Hays Business Centre, 4 Hay Avenue, Edinburgh EH16 4AQ

However you get in touch with us we will aim to resolve your complaint as soon as possible and often by the end of the next working day. It will help us if you provide contact details such as a phone number so we can get in touch with you. 

 

 

Internal Review

If we need more time to resolve the issue you’re complaining about we will refer the complaint for review to our Account Resolution Team and a specialist member of staff will investigate your concerns and aim to provide a resolution within five working days.  We will give you contact details for that person.

If we’ve not agreed a suitable resolution within the five working days, or if the query is complex and other suppliers or agencies are involved we will keep you informed with regular updates.

Ombudsman Services: Energy

Where we have been unable to resolve your complaint within 8 weeks or it becomes apparent to us before 8 weeks has passed that we are unable to resolve your complaint you can contact the Energy Ombudsman. We will send you a letter confirming why we are unable to resolve the complaint to your satisfaction and outlining our reasons why.

The Ombudsman Services: If you ask the Ombudsman to look into your complaint, they will carry out an independent investigation on your behalf at no cost to you.

We will co-operate with both the Energy Ombudsman and Citizens Advice, if you wish to involve them, in seeking a resolution to your complaint that is acceptable to you.

The Ombudsman Services Energy:

Phone: 0330 440 1624

Textphone: 0330 440 1600
Email: enquiries@os-energy.org
Website: www.ombudsman-services.org/energy.html

Independent Advice

The Citizens Advice Energy service provides free, confidential and impartial advice on any issues you may have in relation to your energy supply.  You can contact them by phone or by visiting their website.

 Phone: 03454 04 05 06

 Website: www.citizensadvice.org.uk/consumer/energy/energy-supply/

 

Reporting on our complaints

Like other providers its important to be transparent about how we’re doing on complaints.  Set out below is some key information about our complaints handling and our top five trends.

Period

Complaints Recieved

Received per 10k Accounts

Complaints Resolved

Resolved per 10k Accounts

Resolved Same or Next Working Day*

Resolved within 8 weeks*

Our Quarterly Results
Q3 2018 555 108 501 97 43% 100%
Q2 2018 507 104 455 93 71% 100%
Q1 2018 703 171 715 174 82% 100%
Q4 2017 415 128 384 118 76% 100%

Top 5 Reasons for Complaints

Billing - including challenges to bill amounts, understanding information on bills, and queries relating to tariffs

Switching – all issues relating to the process  of changing supplies to Our Power

Metering - all issues relating to meters, such as appointments, loss of supply, meter exchanges

Prepayment - all queries relating to installing or running prepayment meters, including debt, top up cards and keys

Payments - Covering payments, refunds and Direct Debits

What we're doing to improve our service

As our customer numbers have continued to grow significantly over the past 12 months, we have invested heavily in staff for our Customer Service Hub to help us meet the customer demand. This includes growing both our telephony and processing teams.

We have also invested in a new telephony system to help improve the service to customers and provide them with options so we can deal with their call more efficiently.

The biggest improvement we are making is to our Customer Billing System. We are in the process of migrating to a new system which will allow us to enhance our Billing and Payments performance.

Further, we are changing our Prepayment offering by issuing an electric key for all legacy prepayment customers rather than an 8 digit code; meaning that customers who switch to us or move into a property we already supply, will have a new key and card and a clean meter with the correct tariffs for them.