Complaints Procedure 

Name of company

Weststar Energy LTD

Registered office

C/O Fruition Accountancy Ltd Unit 4 Three Spires House, Three Spires House, Lichfield, England, United Kingdom, WS13 6HX

Complaint Handling Procedure

Our Commitment

At WestStar Energy, we are committed to providing a professional, transparent, and high-quality service to all our customers. We take all complaints seriously and will treat every customer with courtesy, fairness, and respect throughout the complaint process.

We view complaints as an opportunity to improve our services and ensure we continue to meet the needs and expectations of our customers.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, you can make a complaint by:

Email: Info@weststarenergy.co.uk

Please provide as much information as possible, including:

• Your name and contact details
• Account or contract reference (if applicable)
• Details of your complaint
• Any supporting documents or evidence
• The outcome you would like to achieve

Stage 1 – Complaint Acknowledgement

Upon receiving your complaint, we will:

• Record the complaint in our complaints register.
• Acknowledge receipt of your complaint within 5 working days.
• Provide the name and contact details of the person handling your complaint.

Stage 2 – Investigation

We will carry out a full and impartial investigation into your complaint.

This may involve:

• Reviewing relevant documentation and communications.
• Speaking with staff members involved.
• Requesting further information from you if required.

We will keep you informed of progress throughout the investigation.

Stage 3 – Resolution

Following our investigation, we will provide a written response outlining:

• Our findings.
• Any actions we intend to take.
• Any proposed resolution.

Depending on the circumstances, resolutions may include:

• An explanation of what happened.
• An apology.
• Corrective action.
• A goodwill gesture.
• Compensation where appropriate.

We aim to resolve complaints as quickly as possible and within 8 weeks of receiving the complaint.

Keeping Records

We maintain records of all complaints received, including:

• Date received.
• Customer details.
• Nature of the complaint.
• Investigation undertaken.
• Outcome and resolution.
• Dates of correspondence and actions taken.

These records help us monitor performance and identify opportunities for continuous improvement.

Escalation to Energy Ombudsman

If we are unable to resolve your complaint to your satisfaction, or if your complaint remains unresolved after 8 weeks from the date it was first raised, you may refer your complaint to the Energy Ombudsman.

The Energy Ombudsman provides an independent, impartial, and free dispute resolution service for customers.

Energy Ombudsman Contact Details

Post:

Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF

Telephone: 0330 440 1624

Email: enquiry@energyombudsman.org

The Energy Ombudsman service is completely independent of our business and free for customers to use.

Continuous Improvement

We regularly review complaints to identify trends, improve our processes, and enhance the service we provide to our customers. Feedback received through the complaints process is used to help us deliver better outcomes and higher standards of customer service.