How to Make a Complaint

IF YOU ARE NOT SATISFIED WITH OUR SERVICE

At WPD we are committed to providing you with excellent customer service, first time every time. However sometimes things do go wrong.  We want to know when this happens, so that we can sort out any problems as quickly as we can.   Here is all the information you need to use our complaints procedure.

How to contact us:

Telephone – please call us free on 0800 0556833.  

Email - you can email us at ttaylor@westernpower.co.uk  Please tell us your address including postcode with a contact telephone number in your email.

In writing - you can write to Tony Taylor, Information Centre Manager at Avonbank, Feeder Road, Bristol BS2 0TB.  Please tell us your address including postcode with a contact telephone number in your letter.

In person - you can visit your local WPD office.

Step 1 – Review by your Local Manager

When you contact us we will acknowledge receipt of your complaint and arrange for a manager responsible for the electricity network in your area to call you the same day, if you have given us your telephone number.   The manager will do their best to resolve the problem with you when they call.

 

If we do not have a telephone number for you, we will write to you or email you back within 3 working days of receiving your letter or email. 

Please note that if you contact us by telephone or email after 4pm weekdays or on a weekend or a Bank Holiday, the manager will contact you the next working day. 

Step 2 – Referral to a Senior Manager

If you are not happy with the way that the local manager has dealt with your complaint, you can ask to speak to a senior manager responsible for your region.  A senior manager will contact you within 3 working days – by telephone or personal visit. He will investigate your complaint and work with you to resolve the problem.

Step 3 – Final Review by Complaints Manager

If after discussing your complaint with a senior manager responsible for your region, you are not fully satisfied by their actions, you can ask for your complaint to be formally reviewed by WPD’s Regulation and Government Affairs Manager, Alison Sleightholm asleightholm@westernpower.co.uk

She will call you and send you a letter setting out our final position within 1 week.

We aim to resolve your complaint within 8 weeks with an apology and an explanation of what went wrong.  Where appropriate we will take remedial action and we may pay you some compensation.

Step 4 – Energy Ombudsman

We will do all we can to solve your problem by working with you.  However if you are still unhappy with our actions and you have followed Steps 1-3, or if we are unable to resolve your complaint within 8 weeks, you have the right to contact the energy ombudsman.  This is a free and independent dispute resolution service.  The ombudsman will ask you for a full account of your dealings with us and they will also contact us to gain a factual understanding of the case from our perspective.  The Ombudsman will make a final decision and inform you of the outcome.

Energy Supply Ombudsman
PO Box 966
Warrington
WA4 9DF

Telephone: 0845 055 0760
Fax: 0845 055 0765
Email: enquiries@energy-ombudsman.org.uk

Other sources of advice and information

These organisations may be able to provide you with independent information and advice.

Consumer Direct - www.consumerdirect.gov.uk or call 08454 040506.
Citizens Advice - www.citizensadvice.org.uk to find your nearest branch.
Age Concern - www.ageconcern.org.uk to find your nearest branch.
Help the Aged - www.helptheaged.org.uk to find your nearest branch.