VEV Services Limited - Energy Procurement - Complaint Handling Procedure

    1. Purpose and Scope

This policy outlines how VEV Services Limited (“VEV”) handles complaints related to energy brokerage activities.

    2. Our Commitment

  • Providing a fair, transparent, and accessible complaints handling procedure.
  • Investigating complaints promptly and thoroughly.
  • Communicating outcomes clearly and within regulatory timeframes.
  • Ensuring staff are trained to respond appropriately to complaints
  • Using feedback to improve our services.
  • Prioritising complaints based on safety, vulnerability, customer impact, and resolution time.
  •  Expediting complaints involving personal data in line with privacy legislation.

    3. How to Make a Complaint

Customers may raise a complaint at any time by submitting it in writing (email is acceptable) to their usual VEV customer contact, or by emailing power@vev.com 
 
 
Initial Handling
Any complaint will be acknowledged within 2 working days. The VEV customer contact will then investigate and respond in writing within 10 working days after first submission. If further information is needed, the customer will be contacted accordingly.
 
Escalation Process
If unresolved within 20 working days after first submission, the complaint may be escalated by emailing power@vev.com and using the subject line: “COMPLAINT ESCALATION”. A written response will be provided within 10 working days of escalation.
 
External Resolution
For Small Business Customers [1] where VEV’s payment is processed by the energy supplier, if we are unable to resolve your complaint directly and have notified you of this, or if the issue remains unresolved for over 8 weeks after first submission, you may be able to escalate to the Energy Ombudsman who provide an impartial and free service: 
 
Post: 
Energy Ombudsman 
 
P.O. Box 966 
Warrington, 
WA4 9DF 
Phone: 0330 440 1624 
 

4. Resolution options 

VEV will always seek to develop a full understanding of the concern raised and where possible will provide a full explanation of the cause and plan of action to achieve resolution. 
 
Potential remedies can include apologising, making a goodwill gesture or providing compensation where justified.
 

5. Confidentiality and Data Protection

All complaint-related information and personal data will be handled in accordance with our Privacy Notice:
 

6. Contractual Rights

This policy does not override any dispute resolution provisions in customer contracts. It operates in addition to those contractual rights.

https://www.ofgem.gov.uk/press-release/ofgem-confirms-greater-protection-businesses