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 treating you with courtesy and respect at all times. This complaints procedure is available for free by letter or email.

b) Complaints should be sent by letter or email to: Tarsem Dhamrait, Director, (tarsem@centralpower.info) who will acknowledge receipt within 2 days, logged 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 Daniel Bowen, Director (dan@centralpower.info), 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. If you are not satisfied that your complaint has been resolved prior to the 1st of December 2022 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 https://uia.org.uk/code-of-practice

They provide an independent ADR customer redress scheme which can be found at UIA Complaint Process and Form - The Utilities Intermediaries Association (UIA)

Alternatively, you can raise your complaint directly with the supplier concerned, informing them that you have attempted to resolve the complaint with us in the first instance.