The Renergie Company Ltd
Complaints Policy
We pride ourselves in dealing with complaints appropriately and have never (to date) been referred to any outside body, ombudsman, or supplier about a complaint from one of our clients.
Because of the close working relationships, we have with our clients throughout the sales journey and beyond, complaints are extremely rare and normally about small issues with appliances or timescales that are dealt with immediately.
However, it is inevitable that there may be occasions where our clients are dissatisfied (whether justified or not) with either the services or products we provide and we must be prepared for such eventualities.
We must be particularly vigilant of any complaint or, indeed potential complaint, involving us, which alleges:
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A breach of FCA Rules or guidance, or
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A failure to comply with any obligation arising under or by virtue of the Financial Services and Markets Act 2000, or
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Negligence, a breach of a term of any customer agreement or any enactment or other rule of law which may be applicable to the business of the firm, or
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Misrepresentation, bad faith, or other malpractice, or
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Financial loss, material distress or material inconvenience.
Appropriate Investigation of Complaints
We aim to resolve any complaints as quickly as possible.
Chris Wright will deal with all Complaints, whether verbally or in writing, or if they suspect that a situation may give rise to a complaint.
Any complaint will be immediately recorded within the Companies complaints register where it will be held for a minimum of 3 years.
Following any complaint, an initial assessment is carried out to determine if an immediate resolution can be made. Where this is possible, the complainant will receive a written summary of our findings and conclusion (summary resolution).
Where this is accepted within 3 business days (by the close of the third full day) the case will be closed.
Where this is not possible, a written acknowledgement will be issued to the complainant within 5 business days that sets out the basis, or understanding, of the complaint.
Chris Wright will examine, in detail, all documentation in relation to the complaint. Additional information or a visit to the clients premises may be requested as necessary to investigate the complaint fully.
We will endeavour to resolve the complaint at the earliest possible opportunity and within 8 weeks of its receipt. This minimises the number of unresolved complaints which may need to be referred to the Financial Ombudsman Service or the Furniture and Home Improvement Ombudsman.
We will then issue a final response. If, however we are not able to issue this within the above time period, a letter will be sent to the complainant explaining:
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the reason for the continued delay
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when the firm anticipates being able to provide a final response
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the right of the complainant to refer the matter to the FOS or the FHIOS and enclosing a copy of the relevant leaflet.
The Final Response
Where the complaint is upheld:
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We will provide the complainant with fair compensation for any acts or omissions for which The Renergie Company Ltd was responsible. Chris Wright have the necessary authority to offer redress.
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We will comply with redress offers accepted by the complainant. Redress need not always be financial and could include, for example, an apology.
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The response will also indicate that the complainant has a six-month timescale to refer the matter to the Ombudsman, which commences on the date that the final response is issued by the firm and enclose a copy of the FOS or FHIOS leaflet.
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Chris Wright will look to adapt the firm’s sales process to prevent future occurrences, and where necessary ensure adequate training is undertaken to address the symptom of the complaint.
Where the complaint is not upheld, or compensation or redress is not accepted by the client:
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We will provide a sound and fair reason for our decision to the client.
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We will advise the clients that they have a six-month timescale to refer the matter to the Ombudsman, which commences on the date that the final response is issued by the firm and enclose a copy of the FOS or FHIOS leaflet.
Either way the result of the investigation will be entered into the Complaints Register.
A complaint will be deemed closed:
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Once the investigation has been completed and a final decision letter has been issued to the complainant; or
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Where we receive confirmation that the complainant is satisfied with the outcome of the investigation and a summary resolution communication has been issued (resolved within three business days from receipt); or
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Where the complainant has indicated in writing acceptance of the firm’s earlier response, where appropriate
Co-operation with the Ombudsman
We will always co-operate with the requirements of the Financial Ombudsman Service or the Furniture and Home Improvement Ombudsman.
If the case is referred to the Ombudsman, Chris Wright will submit a report along with any supporting documentation.
Record Keeping
We will keep a record of any complaint received in the Companies Complaints Register and will include the measures taken for its resolution, we will retain that record for a minimum period of three years.
The register will be reviewed regularly by Chris Wright, with a view to understanding any underlying reasons for the complaint and where required conduct a root cause analysis to identify recurring or systematic failings.
This will also identify where any areas require improving, to prevent complaints happening again, and assist with further training, if appropriate.
Conduct Rules, Regulatory References and Reporting
We will need to consider:
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Whether the matter may need to be reported under the Conduct Rule breach notification requirements
We will report any complaints data in our FCA annual RegData complaints return. In addition, we understand that we are obliged to deal with the regulator in an open and cooperative way and disclose to the FCA appropriately anything relating to the firm of which the FCA would reasonably expect notice via an appropriate method of notification.
Financial Ombudsman Service time limits
Our summary resolution communication and final response letters will make it clear to the complainant whether the firm is willing to waive the time limits for cases referred to the FOS or FHIOS.
Where the firm receives a complaint which is outside the time limits for referral to the FOS or FHIOS, we will consider whether there are exceptional circumstances for missing the deadline and consider matters such as a period of serious ill health, or a bereavement at the relevant time in question.
Complaints about other firms
The Renergie Company Ltd have a dozen suppliers and in most cases complaints by clients regarding third party supply are dealt with under their guarantees or warranties. Renergie handles all warranty claims, we then claim back off the manufacturer or distributor based on their contractual warranties.
Where a complaint is received outside the guarantee or warranty period or in respect of advice provided by another company, we consider it important that the client is treated fairly. In such circumstances, the complaint will be acknowledged promptly.
Chris Wright will investigate the complaint and once we are satisfied that the other firm is responsible, the customer will be provided with the contact details of the firm concerned in the form of a final response letter.
Additionally, a copy of the complaint will be forwarded to the firm concerned requesting that they contact the complainant.
Where there may be a joint liability in relation to a complaint, the procedure discussed above will be followed as well as the firm responding to part of the complaint that is relevant to it in accordance with the complaint’s procedures.
Such complaints will also be recorded within the complaints register.
Where we receive a referred complaint, we will deal with the complaint in accordance with our standard complaints procedure with time limits applying from the date on which we receive the complaint referral.
Complaints concerning credit – Klarna.
Zopa will be acting as the credit provider for the business. Complaints that are attributable to Klarna will be dealt with under their complaints policy. Klarna complaints policy is set out below.
The Renergie Company Ltd recognises that some vulnerable clients may need assistance with claims against Zopa.