Our complaints process

---

At Sustainable Grid Tech , we are committed to providing excellent service to all our customers. However, we understand that sometimes things may not go as planned. If you have a complaint about any aspect of our service, we want to hear from you so we can resolve it fairly and efficiently.

How to Make a Complaint:

You can contact us with your complaint in the following ways:

• By Phone: 07711 051433
• By Email: andrew@sgt-ltd.co.uk
• In Writing: SGT Ltd, Stoneycroft, South Maundin, High Wycombe, HP14 4LZ

What to Include in Your Complaint:

To help us investigate your complaint thoroughly, please provide the following information:

• Your name and contact details
• Your account number (if applicable)
• A clear description of your complaint
• Dates and times of relevant events
• Any supporting documentation (e.g., emails, bills)

Our Complaints Handling Process:

1. Acknowledgement: We will acknowledge your complaint within 3 working days of receiving it.
2. Investigation: We will thoroughly investigate your complaint, which may involve contacting energy suppliers or other relevant parties.
3. Communication: We will keep you informed of the progress of our investigation and any potential delays.
4. Resolution: We aim to resolve your complaint within 8 weeks. We will offer a fair and reasonable resolution, which may include an apology, explanation, or corrective action.

Escalation Process:

If you are not satisfied with our proposed resolution, you can escalate your complaint to a senior manager within our company. If you remain unsatisfied after our final response, you have the right to refer your complaint to the Energy Ombudsman.

Energy Ombudsman:

The Energy Ombudsman is an independent and impartial dispute resolution service for energy customers. You can contact them at:

• Website: www.energyombudsman.org
• Phone: 0330 440 1624
• Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

Our Commitment to You:

• We will treat all complaints seriously and with courtesy.
• We will handle your complaint confidentially.
• We will strive to resolve your complaint promptly and fairly.
• We will use your feedback to improve our services.

Continuous Improvement:

We regularly review our complaints handling procedure to ensure it remains effective and customer-focused. We welcome your feedback on how we can improve our process.

Thank you for your cooperation.

Sustainable Grid Tech LTD