​
Learning from our Mistakes
We treat any complaint as an opportunity to learn, improve and review our processes. We want to make it easy for our clients to tell us when there is a problem, which means ensuring that we are easy to contact, that we listen to feedback and that we act upon it promptly.
If you’re unhappy with any aspect of our service, we encourage you to let us know at the earliest opportunity so we can find a quick resolution. Resolutions can include: an apology; an explanation of what went wrong or a practical action to be taken to correct the problem.
Our complaints procedure
Our complaints procedure is designed to ensure that any complaints are handled fairly, confidentially, and in an efficient manner.
This complaints procedure is totally separate to your right (if you are a Microbusiness Customer) to escalate any complaint relating to your energy supply to the Energy Ombudsman.
Stage One
Many problems can be resolved quickly and informally by talking directly with the person concerned or your dedicated account manager, and we recommend this as a first step.
Stage Two
If we aren’t able to resolve your concerns informally to your satisfaction, or if you don’t feel it’s appropriate to discuss the issue with the person concerned, please let our customer service team know. You can do this by writing to us at:
​
Customer Services Manager
Gilmour Water Ltd
246 Park View
Whitley Bay,
Newcastle Upon Tyne
NE26 3QX
When writing to us, please include:
-
Business name and address
-
Contact name & number
-
Account number or mprn or mpan (You can find these on any bill)
-
What’s happened
-
Why you’re dissatisfied
-
Details of the problem and any suggestion of how you would like us to put it right
​
Complaints Procedure
As a professional, responsible & ethical company we take complaints seriously. We strive to give customers the service they deserve. When something goes wrong, we aim to put it right immediately. If you're less than satisfied with our services, you can find details of our complaint’s procedure here.
You can also email the above information to our complaints manager colin.gilmour@gilmourwater.co.uk Or simply call us on 07925414228 to speak to our complaints manager directly. (Opening hours: Monday-Thursday 08:30-17:00, Friday 09:00-15:00).
We will acknowledge your complaint within five working days of the complaint being raised. We will also aim to provide a substantive response and resolution within 28 working days. Occasionally, it isn’t possible to provide a full response in this timeframe. For example, we may need to liaise with a third party such as a supplier, which can take longer. Where this is the case, we’ll let you know when you can expect a full response.
Stage Three
If the matter is unresolved following stage two, your complaint will be passed to our Compliance department. They will complete a review and establish whether there are any further steps we can take to reach a resolution. This is the final stage of our Complaints Procedure.
Stage Four
If you're a microbusiness and we’re not able to resolve your complaint directly, your complaint reaches 8 weeks, or you receive a deadlock letter from us, then you’re welcome to contact Ombudsman Services (their contact details are below). We subscribe to their Alternative Dispute Resolution scheme, so that customers have access to their free and impartial dispute resolution service. For more information, please visit www.ombudsman-services.org.
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
The Ombudsman ADR service is free of charge.
Membership number xxxxx
