Complaints Policy
Complaints Policy of Stadia Group Limited
Stadia Group Ltd views complaints as a chance to put things right for the person or company that has made the complaint, and an opportunity to learn and improve for the future.
We are dedicated to providing excellent customer service and maintaining healthy customer relationships at all levels from Director down. We have a complaints policy to ensure all complaints are handled as efficiently as possible.
As a customer of Stadia Group, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
Summary
We want to resolve your complaint as quickly as possible. Please call our Customer Support Team, on 0333 0058 853, and we’ll do our best to fix any problems you may be having as soon as possible.
Our Responsibilities
- To provide an efficient, fair and structured process for handling complaints.
- To provide our customers with access to the complaints handling process.
- To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
- Review complaints so that we can improve our standards of customer service.
Handling Your Complaint
- Upon receiving your complaint we will acknowledge your matter by telephone or email within 2 working days.
- If your complaint is urgent we will prioritise your complaint and attempt to resolve it within 2 working days. If we can’t we will explain why and the reasons it is taking any longer.
- We will keep you informed on the progress of your complaint, proposed actions and the expected timeframe for resolution.
- Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 working days.
- Complex complaints may take longer than 30 days to resolve. In these cases we will regularly update you on the progress and likely timeframe for resolution.
- We will advise you on the outcome of your complaint. Where you have requested us to do so we will advise you in writing.
Step 1
If you have a complaint regarding any aspect of your account or dealings with Stadia Group, please telephone our Customer Support Team in the first instance. Our objective is to resolve enquiries or complaints during your first contact with us. Verbal complaints may be made by phone to 0333 0058 853.
If you prefer to put your complaint in writing, either by email or letter, we will respond and confirm any details in writing if you request us to do so. Written complaints may be sent to Stadia Group Ltd at The Old Coach House, Vine Street, Grantham, Lincolnshire, NG31 6RQ or by e-mail at support@stadiautilities.com
If you prefer you can appoint an authorised representative to interact with us on your behalf.
Step 2
Complaints made to Stadia Group Limited are overseen by our Compliance and Quality Manager. After a complaint is made if it is not immediately resolved we may need to investigate. This process may take 2 working days or longer in which case we will update you with a reason for the delay and the expected timeframe.
If you are not satisfied with the response you may ask the Compliance and Quality Manager to escalate your complaint to the Director. If so we will ensure the Director is available to address the complaint as soon as possible (depending on availability).
Step 3
If you are not satisfied with the response of the Director, you may escalate your complaint to Ombudsman Services Energy.
If we have told you that there is nothing more that we can do to resolve the complaint to your satisfaction, we will issue a deadlock letter. You can then escalate this complaint to Ombudsman Services Energy.
Ombudsman Services Energy is a free and independent service whose remit is to resolve customer complaints in an impartial way. Once a complaint has been passed to Ombudsman Services Energy, they will then investigate the issue. You are not bound by their ruling and can seek further advice if you feel it would be appropriate.
You can also refer your complaint to Ombudsman Services Energy if the complaint has not been resolved within 8 weeks of the start date of the complaint. However, you can be referred back to Stadia Group Limited if you have not followed the Complaints Handling Procedure identified above.
We will cooperate with the Energy Ombudsman if you wish to involve them in resolving the complaint.
Energy Ombudsman
Phone: 0330 440 1624
Address: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
Website: https://www.ombudsman-services.org/
Email: enquiry@ombudsman-services.org
Variation of the Complaints Procedure
Chris Birkinshaw may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review.
Adopted on: 15/12/14
Last reviewed: 11/07/2022