Complaints handling procedure

a) Complaints will be received from time to time and Central Power (Bnorth) Ltd) welcome these as part of a constructive process, informing feedback and creating an opportunity to learn and aim to reach better standards of service to you our clients. Our aim is to resolve complaints as quickly as possible.

b) Complaints should be sent by letter or email to: Tarsem Dhamrait, General Manager, (This email address is being protected from spambots. You need JavaScript enabled to view it.) who will acknowledge receipt within 7 days and provide the contact details of the person responsible for resolving the issues and keeping you updated weekly with progress.

c) If you need to escalate the complaint then contact Geoffrey Davies, Director (This email address is being protected from spambots. You need JavaScript enabled to view it.), on 01746 761321. .

d) Where the complaint, in whole or in part, concerns the contract between you and your Supplier, Central Power (Bnorth) Ltd) will advise the Supplier of that complaint within 24 hours. Acknowledgement of this action will also be sent to you.

e) Where the complaint is, in whole or in part, about an alleged breach of the Code of Practice of the UIA then Central Power (Bnorth) Ltd) will also inform the Office of the UIA (Utilities Intermediaries Association) within 7 days.

Complaint Principles

1. When a complaint is received via a third party i.e. a consumer advice service (such as Consumer Futures or Citizen Advise Consumer Service), Central Power (Bnorth) Ltd) have processes to adequately deal with the matter through this channel.

2. When a complaint was received at the Office of the UIA, and it is unclear from the content that Central Power (Bnorth) Ltd) has had the opportunity to deal with the issues, then the Office of the UIA will have passed the complaint to us to be handled. A record of this will have been made and we will deal with the complaint as from b) above.

3. Where we are not able to agree a resolution then you may refer the complaint to the Office of the UIA to be dealt with under its Code of Practice and Disciplinary Procedure. This can be found at http://www.uia.org.uk/full_code_of_practice.htm Appendix C1