At Squeaky we take any complaint seriously. We know that on occasions things can go wrong, and if you have the need to raise an issue with us, we will work hard to ensure we resolve it quickly and fairly. Our aim is to have fully resolved your complaint within 5 working days. We will not use industry jargon but be clear and transparent in all communications with you.
If there is a complex issue that needs longer to resolve, you will be kept informed of this, and we will agree for updates to be provided as regularly as you wish. We will provide you with a named individual who will work closely with you to fully resolve your problem.
In order to ensure your complaint gets immediate attention, please send your complaint to firstname.lastname@example.org
Within 24 hours of receiving your complaint, we will call you to discuss this further, provide you with your named individual and agree next steps. All complaints that remain outstanding after 10 working days will be reviewed by our Operations Director, Chris Sutehall (email@example.com) in order to bring the matter to a satisfactory conclusion.
All complaints are reviewed on a monthly basis by our Senior Management team, with a view to understanding how we can learn and subsequently improve our service for all of our customers.
If we haven’t been able to resolve your complaint within 8 weeks or we reach a deadlock situation, we will contact you to let you know that you have the right to pass your complaint to the Energy Ombudsman. They will carry out a free, independent investigation into the matter on your behalf. They are totally independent and will make a decision on the information available.
You do not have to accept their decision, but if you do Squeaky will abide by their recommendation. They could ask us to apologise or take remedial action, which may involve compensation.
To get in touch with the Ombudsman Service:
Our complaints performance
We report our complaints from micro-business customers to Ofgem every month.
|Total number of complaints received||Number of complaints opened per 10,000 customer accounts||Percentage closed within a day||Repeat complaints received||Main cause of complaints opened|
|December 2018||3||6||0%||0||Billing & meter reading / Switching|
|November 2018||1||2||0%||0||Billing & meter reading|
|October 2018||2||4||0%||0||Billing & meter reading / Meter installation/exchange or meter not working|
|September 2018||1||2||0%||0||Billing & meter reading|
|August 2018||2||27||0%||0||Payment / Billing & meter reading|
|July 2018||2||27||50%||0||Billing & meter reading / Switching unrelated to meter|
Examples of complaints
We don't have to do this, but as we're Squeaky clean, we wanted to be transparent about the type of complaints we're getting and how we're handling them.
- We mistakenly took payment from a customer in December even though there was an outstanding query on their October invoice. We refunded the December payment immediately, but the customer asked to leave Squeaky, and we agreed to waive their termination fees. Their October query was because of a higher than expected bill. When we investigated, we found that the customer had submitted incorrect meter reads from the end of August until the end of October but, because the consumption indicated still fell within the EAC (Estimated Annual Consumption) for their meter, it didn't trigger an alert on our system. We have now received correct meter reads from the customer, and have issued a correct January invoice. We haven't yet received a request from another supplier to take over their account.
- A new customer called to say she didn't know anything about switching to Squeaky and hadn't received any information from us. She had been switched to Squeaky under a broker's 'do it for you' service, where they automatically switch their customers every year. We obtained all the correspondence they had previously sent, and forwarded it on to her. After initially querying the validity of her contract with the broker, she has now agreed to stay with Squeaky and has set up a direct debit.