Complaints
Complaints handling policy
Complaints handling policy
At Signature Energy, we work hard to maintain a very high standard of service for you as the Managing Agent and your client. We specialise within the RICS/ARMA sector and it is our ambition to change the way the Property Sector manage and procures utilities.
Coming from owning a Managing Agent we understand what you need and the challenges you face now and in the future. Our unique offering for the Managing Agent sector will completely revolutionise the way utility invoices are both validated and uploaded into your accounts platform saving you time, money and valuable resources.
What we are and who we supply our Services to
We are an ‘energy broker’. An energy broker is an intermediary and we provide the service of researching and securing energy deals for our clients (or more precisely for the owners of the properties that you).
We will use reasonable care and skill in the delivery of our Services that have been agreed upon and in accordance with any generally accepted professional standards observed by companies offering similar services to our Services in the United Kingdom.
We will make reasonable commercial efforts to meet any timescales set out in the description of our Services in the Schedule, but such timescales are indicative only and are not of the essence of the contract.
Please remember your supply agreement is a direct contract with your energy supplier. Signature Energy acts as an intermediary and holds no responsibility for the actions of the licensed operator.
We don’t always get everything quite right. If you’re unhappy with our services for any reason then we’d like to understand why, so we can put things right as quickly and effectively as possible. This will also help us improve our service moving forward.
Our contract placement process
For clarity, we have no preference on which suppliers we work with as long as we can demonstrate they offer overall a good proposition. We will obtain at least 3 comparable quotes before agreeing to a contract.
It’s really hard to find the perfect supplier based on payment terms etc. Lots of energy suppliers do not offer quotes to customers paying by BACS and with direct debit being a less common way of paying for communal costs, options can be limited. Added to this is the further hurdle many RTM entities and freeholders face of having unknown or non-trading statuses held with the credit agencies (typically Experian and Equifax) that suppliers use to assess potential customers.
Our Policy
We want to change the way the Property Sector manage and procure utilities. We understand what you need and the challenges you face now and in the future. You need Property Managers to focus on managing property rather than utility bills. This is why we’ve created a process that allows you to easily raise your concerns and have them dealt with swiftly.
This Procedure doesn’t cover loss of electricity and/or gas supply; if you experience problems with loss of supply you should contact your distribution company directly. Their contact number is shown on your bill as the Emergency Number or in the telephone book under electricity.
If you can smell gas or are experiencing problems with loss of gas supply you should call the Gas Emergency Service on freephone 0800 111 999.
How we earn money?
Honesty drives our energy vision that all of our customers including leaseholders should have a fair and reflective energy contract for the service we deliver.
Signature Energy will earn a commission directly from the energy supplier. Commission on top of the supplier’s base price is included in pence per kWh. Depending on the meter consumption this will vary between 0.2 to 2p/kWh.
We also build an element of the commission into the standing charge. Our services include;
- Energy Procurement
- Invoice Validation and System Integration
- Dedicated Account Manager
- Submission of VAT declarations
- Service Guarantees on ‘Out of Contracts’
- Credit Underwriting Service
- Smart Meter replacement programme
Step 1
Making a complaint
In the event that you do wish to make a complaint,
please contact us directly;
- Emailing [email protected] – using the subject Complaint
- Or in writing Signature Energy Ltd, Signature Energy Ltd, 29-31 Castle Street, High Wycombe,
Buckinghamshire, United Kingdom, HP13 6RU - We will respond in 3-working days however you can always get in contact with us for an update quoting
your complaint reference - If we accept liability for the complaint we will do all we can to apologise and make an offer of
compensation if required
Step 2
Contact the energy supplier directly
sse.co.uk/about-us/sse-and-you/making-a-complaint
eonnext.com/unhappy
coronaenergy.co.uk/policies/our-complaints-process/
crowngas.co.uk/customer-support/customer-complaints-policy/
goodenergy.co.uk/customer-care/help-topics/complaints/
eonenergy.com/contact/complaints.html
business.totalenergies.uk/quick-links/complaints
pozitive.energy/contact-us
edfenergy.com/for-home/help-support/making-complaint
Step 3
Escalating your complaint outside Signature Energy
If you aren’t happy with the outcome you can submit a formal complaint via the Energy Ombudsman. Please note this service is impartial and free for you to use
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF Phone: 0330 440 1624
Email: [email protected]
ombudsman-services.org/can-i-complain
A bit of background
Ofgem has been looking to improve the experiences of micro business customers, including better and fairer deals. As part of their work over the last 18 months, they ran the ‘Microbusiness Strategic Review’ which included a call for evidence and a statutory consultation.
As a result, they’ve decided that energy suppliers will only be able to work with brokers that are signed up to a qualifying dispute resolution scheme
Who are Ombudsman Services?
The OS has been providing independent dispute resolution services across the energy, communication and parking sectors since 2002. They are a purpose-led, not-for-profit organisation with people at the heart of what they do. The core mission is to build trust by ensuring that businesses treat customers fairly.
They have been working alongside Ofgem during the review process to build the scheme. To gain a better understanding of the types of disputes that commonly occur between brokers and microbusinesses, and the challenges of operating in the space, they ran a small pilot. They also engaged with energy suppliers and other stakeholders to more fully understand the relationships, services and contracts currently being sold to micro businesses.
How we can the Energy Ombudsman help?
They resolve disputes between energy suppliers/brokers and their customers. They are independent, impartial service that takes into account both the rules and regulations and what is fair and reasonable.
They are dedicated to helping suppliers and brokers improve their service, processes and customer experience to build trust and confidence. They do this through sharing insight and by working more broadly to inform policy and address industry-wide issues for the benefit of all.
