Complaints Procedure:

1. Acknowledgment: When a client raises a complaint, it will be acknowledged in writing within 7 days. The acknowledgment will include the details of the complaint and provide an indication of when the client can expect a full response.
2. Investigation: The complaint will be assigned to a designated team who will conduct a thorough investigation. This may involve gathering relevant documentation, speaking with the client and any other parties involved, and conducting an internal review of the circumstances.
3. Response: A full response to the complaint will be provided to the client within 7 days of the initial acknowledgment. This response will outline the findings of the investigation, provide an explanation of the steps taken, and offer any proposed resolutions or actions to address the complaint.
4. Escalation: If the client is not satisfied with the initial response, they will have the opportunity to escalate their complaint to a senior member of the company or an alternative designated individual. This escalation process will be clearly communicated to the client in the initial response.
5. Record-Keeping: All complaints, including details of the complaint, investigation, and resolution, will be accurately recorded and maintained for a minimum of 3 years for regulatory and monitoring purposes.
6. Learning and Improvement: Connectnlink will review all complaints received to identify any trends or systemic issues. Where necessary, corrective actions will be taken to prevent similar issues from arising in the future.

Our Contact Details

Head Office: 07463361502

10am to 6pm (Monday – Friday)

Email: complaint@connectnlink.com

Write to us:

58 Windsor Road. Tuebrook, Liverpool, L13 8BD

If you’re still not happy with our explanation, and we cannot resolve your complaint, with your permission, we can escalate the complaint to the Ombudsman Services. They will conduct a full audit of your complaint, we try to resolve all issues within 7 days of the escalated complaint.

If we are unable to resolve your complaint within 7 days we will write to you informing you of our next process.

If you’re a micro business and we haven’t been able to sort out your request within 8 weeks, or we can’t agree a way forward with you, we will write and let you know you have the right to refer your complaint to the Energy Ombudsman.

You don’t have to accept their decision, but if you do, we’ll act on what they say.

Energy Ombudsman can be contacted in the following way:

Energy Ombudsman 
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624 | 0330 440 1600 (textphone)

Monday-Friday, 8am – 8pm and Saturday, 9am – 1pm
Email: enquiry@energyombudsman.org

Website: www.energyombudsman.org

The Energy Ombudsman  is an impartial body and the service is free for consumers.