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Complaints Procedure

If a poor quality of service is received and you would like to make a formal complaint then please do this in writing, either via email or post. All complaints should be addressed in the first instance to the Complaints Department.

On receipt of a complaint the following will apply:

  1. Complaint will be logged in the company records as a stage one complaint.
  2. Complaints department to pass complaint to Contract Manager for resolution.
  3. If complaint not resolved then escalated to a stage two complaint and passed to the
    Operations Director.
  4. If still no resolution found then complaint escalated to stage three.
  5. Managing Director to resolve all stage three complaints.

As part of our commitment to improve our customer service, Phoenix Gas Services will report on the number of complaint notices received in a month as part of its customer reviews.

The complaints will be measured against the stages that they are at (1, 2 or 3) and the performance against response times. Actions taken to resolve any complaint will also be logged and used as part of our improvement process.

Complaints should be addressed to:
Complaints Department
Phoenix Gas Services, Furlong Road, Tunstall,
Stoke-on-Trent, Staffordshire, ST6 5UE

Or emailed to:
Kirsty or Hayle

Stage 1 – Complaint

Acknowledgement if customer complaint within 24hrs, if system is total failure inspection to be within 24hrs period. Resolution within 3 working days of complaints.

Any issues regarding system performance to be responded to within 7 working days.

Stage 2 – Complaint

Operations / Contract Manager to respond within 24hrs of receiving a Stage 2 Complaint, this should include planned visit to the customer within this time.

Resolution within 48hrs.

Stage 3 – Complaint

If a Stage 3 Complaint is received then MD to respond with inmediate effect. Resolution process to be put in place within 24hrs, this may include referring to conciliation.

Complaint Resolved

Resolved complaint filed in the complaints log.