Complaints Policy.

MPC Energy Ltd are committed to providing a high-quality service to all of our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and rectify any problems you are having. If you have a complaint, please contact us with the details. We will aim to answer your complaint as soon as possible and ensure that all complaints are closed with a above satisfactory outcome.

What will happen next?
1. When we receive a written or telephone complaint, we will send you a letter / email acknowledging receipt of your complaint within 24 hours of receiving the complaint (unless a major safety issue).

2. We will then investigate your complaint. This may involve contacting you further to establish specific details about your complaint. We will also dedicate a staff member & reference to your complaint to ensure that all communications regarding your complaint are logged correctly.

3. Depending on the nature of the complaint we will aim to resolve the complaint within the following timelines:
• Major safety complaints – 12-24 hours
• Tech & install complaints – 24-36 hours
• Customer service fails / customer service complaints – 48 hours to 5 working days (this may require a meeting with one of our directors)

4. If a meeting is required regarding a Customer Service complaint, then written minutes will be sent to you within 24 hours of the meeting, this will confirm what took place and any solutions that have been agreed.

5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 3 working days of sending you the acknowledgement letter.

6. In terms of safety fails and technical fails a meeting would not be required and we aim to rectify the complaint within the time frames listed above.

7. Once agreed any further works required to rectify the complaint will be carried out at on an agreed date and time between yourself and the company

8. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a director, or someone unconnected with the matter at the company to review the outcome of the complaint.

9. Once the complaint has been rectified, we will write to you within 7 days of complaint closure to ensure that you are entirely satisfied with the outcome of the complaint’s procedure.

10. If you are still not satisfied with the outcome of the complaint you are able to contact, without prejudice, any of the following bodies:
• Trustmark
• The Assessment Bureau (Our certification provider)
• Trading Standards
• Citizens Advice