Feedback & Complaints Procedure
Pro Delta Consulting prides itself on excellent customer service. We go to great lengths to understand our customers needs and we are always keen to hear from them be it positive or negative. If you are dissatisfied with us for any reason we want to hear from you and we want to make it easy as possible for you to be heard.
Any complaint received by Pro Delta will be treated confidentially, with courtesy and respect. We are always striving to improve our service so if we have fallen short in any way, please do not hesitate to let us know.
In the first instance please contact your account manager directly or you can email us at feedback@prodeltaconsulting.co.uk.
Alternatively, you can write to us at:
Pro Delta Consulting Ltd,
83 Ducie Street,
Manchester,
M1 2JQ
Please be sure to include as much detail as you can about the nature of the issue and the individuals involved. We endeavour to acknowledge your complaint within 3 working days of receipt.
If you wish to escalate your complaint, within 14 days of receiving it, we will offer a meeting with a senior leadership team member so you can explain the issue in as much time as you like. We endeavour to satisfactorily resolve the complaint within a further 14 days of this meeting. Following resolution we will keep the complaint open for a further 28 days should you wish to change your view on the resolution we have achieved, if no such contact is made we will close the complaint after this period.
If you are a micro-business and you are still dissatisfied and wish to take your claim further, you can contact the ADR Ombudsman Scheme.
Micro Businesses are defined as having:
· An annual gas consumption of no more than 293,000kwh,
· Or a comparable electricity consumption of no more than 100,000kwh
· Fewer than 10 employees (or their full-time equivalent) and, an annual turnover or annual balance sheet no greater than €2 million
The Ombudsman is a free, independent & impartial organisation that works together with suppliers, TPI’s and consumers to reach a satisfactory resolution to their complaints. If you’re not happy with the way we are dealing with your complaint, the Ombudsman may be able to help with your issue and make an impartial decision on the action required.
You can contact the Ombudsman when:
· We send you a letter confirming our final position. You must contact them within six months of receiving this letter if you’re still unhappy with the way we have dealt with your complaint
· We have not sent you a final position letter, but it has been at least eight weeks since your initial complaint has passed.
The contact details for the Energy Ombudsman are:
Energy Ombudsman
PO Box 966
Warrington, WA4 9DF
Tel: 0330 440 1624
Email: enquiry@ombudsman-service.org