1. Purpose
This procedure sets out how Advanced Renewable Power Ltd. (“the Company”) receives, investigates, resolves, and records complaints relating to our Energy Procurement as a Service activity.
2. Scope
Applies to all employees and contractors involved in customer service, sales, advisory functions, and energy procurement activities.
3. Definitions
Complaint: Any expression of dissatisfaction regarding service, conduct, or contract fulfilment.
Complainant: Customer or authorised representative.
ADR Body: Approved external dispute resolution provider.
4. Policy Commitment
We commit to fair, transparent, timely handling of complaints and continuous improvement. We view complaints as opportunities to learn and improve our services, processes, and customer experience.
5. How Customers Can Make a Complaint
Email: complaints@arpower.co.uk
Telephone: 0191 481 3316
Post: AR Power, 18b Parsons Trade Park, Washington, Tyne and Wear, NE37 1EZ.
Online form: https://www.arpower.co.uk/complaints. Complaints can be submitted and progressed at any stage by phone, in person, in writing (including email), or via our online form.
6. Complaint Handling Stages
Stage 1 – Acknowledgement (2 Working Days)
– Log complaint, issue acknowledgment and reference number.
Stage 2 – Investigation (10 Working Days)
– Independent handler reviews evidence and contacts relevant parties.
Stage 3 – Final Response (20 Working Days Total)
– Complaints can continue through each stage via phone, in person, in writing (including email), or online.
– Summary, findings, resolution, and ADR rights provided.
7. Outcomes & Remedies
Possible actions: apology, corrective service, clarification, compensation, process improvements. Complaints may be resolved through an apology, a goodwill gesture, corrective action, or compensation where appropriate.
8. Escalation to ADR
If unresolved after final response or after 8 weeks, customer may contact the ADR provider.
9. Record Keeping
Complaints retained for at least 6 years.
10. Monitoring & Improvement
Quarterly trend analysis and review.
11. Staff Training
Annual training on complaint handling and ADR awareness.
12. Confidentiality & Data Protection
Handled per GDPR and shared only on a need‑to‑know basis.
13. Accessibility
Alternative formats are available on request.
This procedure is published on our website and is available free of charge by email or post upon request.
All complaints will be handled with courtesy and respect.
You may escalate your complaint to the Energy Ombudsman if we cannot resolve it or if it remains unresolved for more than eight weeks.
Energy Ombudsman Contact Details:
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.org
Address: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
The Energy Ombudsman provides an impartial and free service for our clients.
