Complaints Procedure

Complaints Procedure of GREEN SHIFT ENERGY LTD

Publicised Contact Details for Complaints:

Written complaints may be sent to GREEN SHIFT ENERGY LTD at Green Shift

Energy, 128 City Road, London, EC1V 2NX or by e-mail at

sales@greenshiftenergy.co.uk. Verbal complaints may be made by phone to +44

(0) 330 818 7978.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any

other contact details or opportunities the complainant may have, such as social

media. Complaints received by telephone or in person need to be recorded.

The person who receives a phone or in person complaint should:

 Write down the facts of the complaint

 Take the complainant’s name, address and telephone number

 Note down the relationship of the complainant to Green Shift Energy Ltd, e.g.

customer, sponsor

 Tell the complainant that we have a complaints procedure

 Tell the complainant what will happen next and how long it will take

 Where appropriate, ask the complainant to send a written account by post or

by email so that the complaint is recorded in the complainant’s own words

Resolving Complaints

In many cases, a complaint is best resolved by the person responsible for the issue

being complained about. If the complaint has been received by that person, they

may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should

be passed to the Green Shift Energy Director within 24 hours.

On receiving the complaint, the Director records it in the complaints Logbook. If it

has not already been resolved, they delegate an appropriate person to investigate it

and to take appropriate action. If the complaint relates to a specific person, they

should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within 24 hours. The acknowledgement should say who is dealing with the complaint

and when the person complaining can expect a reply. A copy of this complaints

procedure should be attached. Ideally complainants should receive a definitive reply

within a month. If this is not possible because for example, an investigation has not

been fully completed, a progress report should be sent with an indication of when a

full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should

describe the action taken to investigate the complaint, the conclusions from the

investigation, and any action taken as a result of the complaint.

The acknowledgement should say who will deal with the case and when the

complainant can expect a reply.

If the complaint relates to a specific person, they should be informed and given a

further opportunity to respond. Ideally complainants should receive a definitive reply

within a month. If this is not possible because for example, an investigation has not

been fully completed, a progress report should be sent with an indication of when a

full reply will be given. Whether the complaint is upheld or not, the reply to the

complainant should describe the action taken to investigate the complaint, the

conclusions from the investigation, and any action taken as a result of the complaint.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need

to take further action.

- Energy Ombudsman can be used if a complaint has not been resolved after 8

weeks or if a deadlock has been reached

- Energy Ombudsman is impartial and free to use

- Energy Ombudsman can be contacted in the following way:

Name: Energy Ombudsman

Website: www.energyombudsman.org

Email: enquiry@energyombudsman.org

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)

Post:

Energy Ombudsman

P.O. Box 966

Warrington, WA4 9DF