Complaints Policy
1. You can contact us initially by phone, email or post (see the ‘How to Contact Us’ section below). You should do so as soon as possible after first noticing the problem.
2. We will take the details of the complaint and log them in our Complaints Log and make a thorough note of the details provided. In some cases we may make contact to seek clarification of any points where necessary.
3. We will inform you that we will do our best to resolve the complaint but you have a right to pursue the complaint if we cannot reach a satisfactory resolution (see point 11).
4. For complaints by phone, if we can’t resolve the matter immediately we will ask you to put the complaint in writing, in an email or letter, so that there is a clear record for everybody. We will offer help with this if you should need it.
5. If necessary, we may have to ask you to provide us with photos or additional materials to help support us to resolve the complaint. We will note anything received from you in our Complaints Log.
6. If appropriate and we need to inspect the system or visit you to investigate the complaint, we will endeavour do so as soon as practically possible.
7. If a visit is necessary, we will endeavour to resolve the issue on that day, but if not we will let you know the outcome as soon as possible after the visit. We will also record this in the log of the complaint.
8. We will keep a note of contacts (or attempted contacts) with or from you while we are trying to resolve the complaint, including telephone conversations.
9. We will always endeavour to respond to you with our findings and a summary of actions/communications within 10 working days of receiving the complaint.
10. Whenever we can, we will aim to sort the complaint out more quickly than this and informally, for example with a phone call to give advice that solves the problem.
11. If we cannot resolve a complaint and you are not satisfied with the remedy offered, you can pursue your complaint via the following impartial bodies:
Citizens Advice
For free, impartial advice on your situation you can contact Citizens Advice consumer service at any stage in the complaints process on 0808 223 1133. Or you can visit their website at http://www.citizensadvice.org.uk/energy. You can also get impartial information from your local Citizen’s Advice Bureau.
How to Contact Us
There are a number of ways you can contact us if you have a query or question about your service.
Phone: 020 4625 1900
E-mail: ev@so.energy
Post: So Energy Trading Limited, EV Chargepoint Department, Studio 2, Power Road Studios, 114 Power Road, Chiswick, W4 5PY.