Complaints Policy

We are committed to providing high-quality education and training. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, in the first instance we will seek to resolve it informally. You should contact our Customer Support team with the details in writing at info@energy-savvy.com. If you are not happy with this approach or we have not resolved your issue informally, we ask you to escalate this problem to Programme Manager, who will get in touch with you regarding all details necessary to resolve your complaint. You may wish to contact us on our landline 01623 740 499.

Energy-savvy believes that if a learner wishes to make a complaint or register a concern they should find it easy to do so. It is the company’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better experience. This system is intended to ensure that complaints are dealt with properly and that all complaints or comments by learners and relevant parties are taken seriously.

The aim of the company is to ensure that its complaints procedure is properly and effectively implemented and that learners feel confident that their complaints and worries are listened to and acted upon promptly and fairly.

The goals of this policy are to ensure the following:

• Learners are aware of how to complain and that the company provides easy to use opportunities for them to register their complaints.
• Our Customer Support and Compliance team will be responsible for the administration of the procedure.
• Every written complaint is acknowledged within two working days.
• Investigations into written complaints are held within 28 days.
• All complaints are responded to in writing by us.

Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both staff and students.

Important points for your consideration:

1. Our complaints system will be simple and easily accessible on our website.
2. All formal complaints received will be acknowledged in writing.
3. All complaints that are more than six months old cannot be processed, unless there are exceptional circumstances.
4. All complaints will receive a full and fair investigation in full confidentiality, wherever possible.
5. We expect to take no more than 4 weeks to deal with your complaint, unless there are exceptional circumstances.
6. Outcomes of any complaints might be used to improve our systems and processes.
7. At the outset, we will inform you of your rights to appeal as part of our procedure.

Your Right of Appeal:

You have the right of appeal, within 10 working days addressing our Compliance department, if you are unhappy with the outcome of your complaint.

The letter of appeal must clearly state the grounds for appeal. An appeal can only be considered on the following grounds:

• There is new additional evidence which was not reasonably available at the time of the original investigation;
• Proper procedures were not followed;
• The decision and outcome is deemed to be unreasonable given the evidence available.

You will be informed if there are appropriate grounds for an appeal