Complaints

Great outcomes and first-class customer care are at the forefront of everything that we do but in the event that you should have a Complaint please contact us on 0208 187 1780, or send an email to info@fincova.co.uk

Where one of our Customer Services Team will endeavour to support and resolve your complaint.  In the event that they are unable to resolve your complaint it will be escalated to the Managing Director.

 

Utilities Complaints Procedure

Our Commitment

At Fincova, we are committed to providing excellent customer service and clear, honest advice. If we fail to meet your expectations, we want to know about it so we can investigate the matter fairly, put things right where appropriate and continue improving our service.

We take every complaint seriously and will always aim to resolve concerns promptly, professionally and with transparency.

What is a Complaint?

A complaint is any expression of dissatisfaction about the service we have provided, whether that relates to:

• The advice or recommendations we have given
• The conduct of our staff
• Our communication or customer service
• Our administration or processes
• An error or misunderstanding
• Any financial loss or inconvenience you believe has resulted from our actions

You do not need to use the word “complaint” for us to treat your concerns as one.

How to Contact Us

You can raise a complaint using whichever method is most convenient for you.

Email
info@fincova.co.uk

Telephone
0208 187 1780

Post
First Floor, 54 Commercial Street, London, England, E1 6LT

To help us investigate quickly, please include:

• Your name
• Business name (if applicable)
• Contact details
• A description of your concern
• Any supporting documentation
• The outcome you are hoping to achieve

What Happens Next?

Acknowledgement

We will acknowledge receipt of your complaint within one working day where possible, and no later than five working days.

We’ll confirm:

• That your complaint has been logged
• Who will be handling your case
• What you can expect during our investigation
• The complaints process
• Timescales for responding

Investigation

Your complaint will be reviewed by a member of our management team or another colleague who has not been directly involved in the matter.

As part of our investigation, we may:

• Review correspondence and documentation
• Listen to telephone recordings
• Review internal notes and records
• Speak with members of our team
• Contact suppliers or third parties where necessary
• Request additional information from you

We investigate every complaint objectively and consider all available evidence before reaching a decision.

Where evidence is inconclusive, we will always seek to reach the fairest outcome based on the information available.

Keeping You Updated

We understand that customers want to know how their complaint is progressing.

If our investigation cannot be completed immediately, we will keep you informed of progress and provide updates at least every ten working days until the matter has been resolved.

If we require additional time, we will explain why and provide an estimated completion date.

Our Final Response

Complainants can expect to receive a final response within 8 weeks of the complaint being raised.

Our response will include:

• A summary of the complaint
• Details of our investigation
• Our decision
• Any corrective action taken
• Any proposed remedy where appropriate
• Information about your right to escalate the complaint if you remain dissatisfied

If We Cannot Reach Agreement

Our aim is always to resolve complaints directly with our customers.

If we are unable to agree a resolution, or if 8 weeks have passed since your complaint was first received, you may be entitled to refer your complaint to the Energy Ombudsman, provided your complaint falls within its eligibility criteria.

The Energy Ombudsman offers an independent Alternative Dispute Resolution (ADR) service at no cost to eligible customers.

We will provide details of how to contact the Energy Ombudsman when issuing our Final Response or if the complaint reaches the eight-week stage.

Complaints About Suppliers

As an independent energy broker, we arrange contracts between customers and energy suppliers.

Where a complaint relates solely to the actions or service of an energy supplier, we will help identify the appropriate organisation and, where appropriate, direct you to the supplier responsible for resolving your concern.

If the complaint involves both our service and that of the supplier, we will investigate the aspects that relate to our business while working with the supplier where necessary.

Vulnerable Customers

We recognise that some customers may require additional support.

If we become aware that a customer is vulnerable or has particular communication requirements, we will make reasonable adjustments to ensure the complaints process is accessible, fair and easy to understand.

Complaint Records

Every complaint is recorded within our Complaints Register.

For each complaint we maintain records including:

• Date received
• Customer details
• Nature of the complaint
• Investigation undertaken
• Outcome
• Any compensation or goodwill payment
• Lessons learned
• Date closed

These records are retained in accordance with our data retention policy and applicable legislation.

Learning From Complaints

Complaints provide valuable feedback and help us improve our business.

We regularly review complaint trends to identify:

• Training opportunities
• Process improvements
• Recurring issues
• Root causes
• Ways to improve customer outcomes

Where necessary, corrective actions are implemented to reduce the likelihood of similar issues arising in the future.

Equality and Fair Treatment

Every complaint is assessed fairly, consistently and without bias.

Making a complaint will never affect the level of service you receive from us.

Policy Review

This Complaints Procedure is reviewed annually, or sooner if regulatory requirements or business operations change.