Complaints handling policy

Our complaints policy

Please Connect Me is committed to providing a high-quality utility connection service to all of our clients
and affiliate partners. If something does go wrong, we want to hear about it so we can improve our
standards for the future and have the opportunity to rectify the complaint for the associated party.

What is a complaint?

We regard a complaint as an expression of dissatisfaction about our organisation, our staff, our partners,
our service providers or the process a customer has followed in using our service. A complaint can be
received verbally, by phone, by email or in writing.

Complaints Procedure

If a customer has a complaint, it is important to gather as much detail as possible regarding the nature of
the complaint, so that we can act quickly and efficiently to resolve the issue and minimise the possibility
of a similar complaint in the future. The procedure is as follows:

1. Acknowledge receipt of the complaint from the affected party, and gather as much information
   as possible with regard to the nature of the complaint.
2. Report the details of the complaint to a senior manager as soon as is practical (within 1 working
   day maximum) and determine a time frame for when the complainant can expect to receive a
   resolution for the complaint, or further feedback on the progress of resolution for the complaint.
   Communicate this back to the complainant.
3. The senior manager will then investigate the complaint.
   a.If the complaint is due to internal factors, we will determine the reason for the
   complaint, why this has occurred, potential resolution, disciplinary procedure and any
   compensation (if necessary) for the complainant. Initial resolution for complaints due to
   internal factors should be communicated to the complainant within 3 working days.b.If the complaint is due to external factors (a supplier or partner), we will determine the
   reason for the complaint, and contact the relevant account manager for that company to
   relay details of the complaint. These complaints will then be dealt with in line with the
   complaint handling policy of the responsible partner company or organisation, and this
   fact must also be communicated to the complainant by a Please Connect Me agent
   within 3 working days.
4. If for any reason, the initial suggested resolution for the complaint will not be communicated to
   the complainant within the allotted time frame, this must be communicated to the complainant
   prior to the deadline, and an extended deadline agreed.
5. If the initial resolution for the complaint is agreed, then action the resolution and associated
   steps and close the file. All complaints will be discussed between teams at Weekly and Monthly meetings to discuss the possibility of avoidance in future cases.Escalation
6. If the initial resolution for the complaint is not agreed, then it can be escalated to the executive
   level where it will be reviewed by the Managing Director. This should be acknowledged to the
   complainant and a time frame of 5 working days set out to determine a resolution. The
   investigation by the Managing Director may involve reviewing the facts of the case, speaking to
   the complainant and/or the person for which the complaint was made about (if applicable). Following the Managing Directors review, a final resolution will be offered to the complainant.
7. If the complainant is still not satisfied at this stage, they can be advised of further opportunities
   to escalate their claim with external bodies, including:Citizens Advice Bureau – for general advice on trading standards
   https://www.citizensadvice.org.uk/ 

   The EMA – for complaints about TPI’s for energy or energy brokers
   http://www.theema.org.uk/

   Ofcom – for complaints about the way a broadband service was sold
   https://www.ofcom.org.uk/

   ICO – for complaints related to the processing of personal data
   https://ico.org.uk/make-a-complaint/

Updated 2026