Complaint Handling Procedure
Digitease Business Solutions Ltd
At Digitease Business Solutions Ltd, we are committed to providing a professional, transparent and high-quality service to our customers.
We recognise that, despite our best efforts, there may be occasions when a customer is dissatisfied with our service. We take all complaints seriously and aim to resolve them fairly, promptly and effectively.
This Complaints Handling Procedure explains how customers can raise a complaint with us and how we will manage it.
If you are unhappy with any service provided by Digitease Business Solutions Ltd, please contact us as soon as possible so that we have the opportunity to investigate and resolve the matter.
You can make a complaint by:
Email: info@digiteasesolutions.com
Telephone: 07842 088092 / 03330 411161
Post:
Digitease Business Solutions Ltd
133 Soho Hill
Hockley
Birmingham
B19 1AT
United Kingdom
You may also use the contact details provided in your agreement, correspondence or on our website.
To help us investigate your complaint, please provide:
● Your full name and business name
● Contact telephone number and email address
● Details of the service or agreement involved
● A clear description of your complaint
● The date or dates relevant to the complaint, where known
● Copies of any relevant documents or correspondence
● Details of the outcome or resolution you are seeking
2. Acknowledgement of Your Complaint
We will acknowledge receipt of your complaint within 5 working days, where reasonably practicable.
Our acknowledgement will confirm:
● That we have received your complaint
● The complaint reference number, where applicable
● The person or department responsible for handling the complaint
● The expected next steps and timeframe
If we require further information from you, we may contact you to request it.
We will investigate complaints fairly, objectively and impartially.
Depending on the nature of the complaint, our investigation may include:
● Reviewing relevant agreements and documentation
● Reviewing emails, letters and other correspondence
● Reviewing relevant telephone or communication records
● Speaking with employees, consultants or other parties involved
● Reviewing information supplied by the customer
● Contacting relevant suppliers or third parties where appropriate
● Considering any additional evidence provided during the investigation
We will take reasonable steps to ensure that complaints are handled by someone who is appropriately independent from the issue being complained about, where practicable.
Our aim is to resolve complaints as quickly as reasonably possible.
Where possible, we will provide a substantive response within 15 working days.
If a complaint is more complex and requires additional investigation, we will keep you informed of the progress and provide an updated expected timeframe.
Our response may include:
● An explanation of our findings
● An apology where appropriate
● Correction of an error
● Appropriate corrective action
● Further investigation where required
● A proposed remedy or resolution where appropriate
We will explain the reasons for our decision clearly.
If you are dissatisfied with our response, you may request that your complaint is escalated for further review.
Your escalation should explain:
● Why you remain dissatisfied
● Which parts of our response you disagree with
● Any additional information or evidence you would like us to consider
● The resolution you are seeking
Where reasonably practicable, the escalated complaint will be reviewed by an appropriate member of management who was not directly involved in the original decision.
Once we have completed our investigation and any applicable escalation, we will provide a final response.
Our final response will normally include:
● A summary of the complaint
● The investigation undertaken
● The information considered
● Our findings
● Our decision
● Any corrective action or remedy offered
● Information about any applicable Alternative Dispute Resolution (ADR) process
Where appropriate, we may issue a Deadlock Letter where the complaint cannot be resolved to the customer’s satisfaction.
A Deadlock Letter may allow an eligible customer to refer the matter to the appropriate ADR scheme before the normal eight-week period has expired.
7. Energy Broker Complaints – Alternative Dispute Resolution
Where a complaint relates to the energy brokerage or energy intermediary services provided by Digitease Business Solutions Ltd, customers should first give us the opportunity to investigate and resolve the complaint through our internal complaints procedure.
For eligible small-business disputes involving energy brokers, the Energy Ombudsmanprovides an independent and free dispute resolution service where the broker is covered by its scheme.
The Energy Ombudsman currently states that eligible small businesses may use its service for disputes with energy brokers or Third Party Intermediaries (TPIs), subject to its scheme rules.
When can a complaint be referred?
A customer should normally first complain directly to Digitease Business Solutions Ltd.
The Energy Ombudsman may consider an eligible dispute when:
● The customer has followed our complaints process; and
● The complaint has remained unresolved for 8 weeks or more; or
● Digitease Business Solutions Ltd has issued a Deadlock Letter allowing the customer to refer the matter sooner; and
● The complaint falls within the Energy Ombudsman’s applicable scheme and eligibility requirements.
The Energy Ombudsman confirms that customers should allow the broker an opportunity to resolve the complaint before bringing the dispute to them.
Energy Ombudsman
Website: www.energyombudsman.org
Telephone: 0330 440 1624
Email: enquiry@energyombudsman.org
Post:
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF
The Energy Ombudsman provides dispute resolution for eligible energy-broker disputes and is a national service. It is not a separate Birmingham-based Ombudsman.
Customers can check the Energy Ombudsman’s current Energy Broker Register to determine whether a particular broker is covered by its scheme.
The Energy Ombudsman’s current eligibility criteria include certain small businesses, including businesses meeting specified employee and financial thresholds, or businesses below specified annual energy-consumption thresholds. The Ombudsman also applies additional scheme rules to determine whether a dispute can be accepted.
The Energy Ombudsman may consider disputes concerning matters such as:
● Energy broker sales processes
● Customer service
● Problems arising from switching energy suppliers
● Charges and related brokerage matters
The Energy Ombudsman does not deal with every type of commercial dispute and its scheme rules determine whether a particular complaint is eligible.
Digitease Business Solutions Ltd is committed to:
● Treating customers fairly and respectfully
● Investigating complaints objectively
● Communicating clearly throughout the complaints process
● Resolving complaints as quickly as reasonably possible
● Learning from complaints and improving our services
● Providing information about appropriate external dispute resolution where applicable
We encourage customers to raise concerns with us at the earliest opportunity so that we can investigate and, wherever possible, put matters right.
Digitease Business Solutions Ltd
Website: www.digiteasesolutions.com
Email: info@digiteasesolutions.com
Telephone: 07842 088092 / 03330 411161
Address:
133 Soho Hill
Hockley
Birmingham
B19 1AT
United Kingdom