1. Purpose of This Policy
At Amore Express (Renfrew) Ltd, we are committed to delivering a high standard of customer service. We recognise that issues may arise from time to time, and this Complaints Handling Procedure outlines how you can raise a concern or complaint, how we will manage it, and what you can expect throughout the process.
2. Who This Procedure Applies To
This procedure applies to all our clients, including business and microbusiness customers as defined by Ofgem. Microbusiness customers may be eligible to refer their complaint to the Energy Ombudsman if we are unable to resolve it within required timeframes.
3. How to Make a Complaint
You may raise a complaint using any of the following methods:
Phone: 0333 772 4067
Email: complaints@amoreexpress.co.uk
Post: Amore Express (Renfrew) Ltd, 56 Main Street, Darvel, KA17 0AQ
online: www.amoreexpress.co.uk/complaints
Please include the following information when submitting your complaint:
• Your name and contact details
• Business name and site address (if applicable)
• Full details of your complaint, including dates and any supporting documentation
• Details of how you would like the issue resolved
4. Our Complaints Handling Process
Stage 1 – Initial Review
• We will acknowledge your complaint within 5 working days.
• Your complaint will be recorded in our internal complaints register.
• A Complaints Handler will be assigned to review your case.
Our goal at this stage is to resolve matters quickly and informally wherever possible.
Stage 2 – Investigation
If the concern cannot be resolved immediately:
• A management-level reviewer will conduct a full investigation.
• We may contact you for clarification or additional information.
• We aim to provide an investigation response within 10 working days of acknowledging your complaint.
If the matter is more complex, we will update you on progress and expected timeframes.
Stage 3 – Final Response
We will issue a formal Final Response Letter within 8 weeks of receiving your complaint, in accordance with Ofgem requirements. This letter will include:
• A summary of your complaint
• The findings of our investigation
• Any proposed resolution or corrective action
• Information regarding your right to escalate the matter to the Energy Ombudsman (if applicable)
5. Escalation to the Energy Ombudsman
If you are a microbusiness and:
• We have not resolved your complaint within 8 weeks, or
• You are dissatisfied with our Final Response,
You may escalate your complaint to the Energy Ombudsman free of charge.
Energy Ombudsman Contact Details:
Website: www.ombudsman-services.org/energy
Email: enquiry@ombudsman-services.org
Telephone: 0330 440 1624
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
The Ombudsman is independent and may require us to:
• Provide an explanation or apology
• Take corrective action
• Offer financial compensation where appropriate
Their decision is binding on us but not on you.
6. Record Keeping
We retain all complaint records for a minimum of six years. These records help us identify trends, monitor performance, and continuously improve our services.
7. Continuous Improvement
We routinely review complaint data to identify areas for improvement, including staff training needs and operational changes.
8. Contact for Complaints Handling
Complaints Officer: Mr. Mehrab Khan
Email: complaints@amoreexpress.co.uk
Phone: 0333 772 4067
Summary of Timeframes
Stage | Action | Target Response Time
1 | Acknowledge complaint | Within 5 working days
2 | Investigation and response | Within 10 working days (where possible)
3 | Final response issued | Within 8 weeks (maximum)
Your Rights
This procedure complies with Ofgem’s Complaints Handling Standards Regulations 2008 and applies to all energy brokers operating in the UK.
