Customer Complaints Procedure
Things occasionally go wrong. When they do, here is exactly how we put them right — and who you can go to if we don't.
At River we are committed to providing outstanding customer service, and to listening to our customers so we understand their concerns and respond properly. Things can occasionally go wrong. We treat those moments as a chance to set matters right and to show that the customer really is at the heart of what we do.
How to raise a complaint
In the first instance, contact the customer services team that manages your account on 0333 331 1777. Whoever you speak to will take the details and own your case, with the aim of resolving it as quickly as possible.
To help us put things right first time, please have the following ready:
- your River account number;
- a contact telephone number we can reach you on during working hours;
- as much detail about the issue as you can give us, so we understand where we went wrong;
- what you feel we can do to resolve the matter fairly.
In most cases we resolve complaints first time and to the customer's satisfaction. Once your complaint is resolved, we review the details, and where we can identify something to improve in the business we act on it. We are genuinely grateful to anyone who takes the time to tell us.
If you are still not satisfied
If you are unhappy with the resolution offered, you can ask for the matter to be escalated. A member of the management team will review the situation and contact you within 24 hours to discuss what more can be done.
Our complaints team
Where a manager cannot resolve things to your satisfaction, the matter is escalated to our complaints team. They carry out a full investigation of your account and the circumstances behind the complaint, and keep a record of it.
We aim to resolve all complaints reaching the complaints team within 14 working days. If we cannot offer a suitable resolution at that stage, or if eight weeks have passed since your original complaint, we will — subject to their eligibility criteria — give you the details of our ombudsman service. If the matter does not meet that criteria, we will write to you with our final position.
You can contact the complaints team directly if the matter is particularly serious or sensitive, by emailing liz.white@riveruk.co.uk, marked FAO Complaints Team.
Ombudsman Services: Energy
Ombudsman Services provides an independent service to customers who are not satisfied with how their complaint has been resolved. You can take your complaint to them once eight weeks have passed since you first complained to River, or sooner if we have given you a deadlock letter. The service is free to use, and their decision is binding on us.
| Post | Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF |
|---|---|
| Telephone | 0330 440 1624 |
| enquiry@ombudsman-services.org |
Contact us
River Energy & Renewables Ltd, registered in England & Wales, company number 13898365
Unit 38 Redcliff Road, Melton Business Park,
North Ferriby, East Yorkshire, HU14 3RS
Telephone: 0333 331 1777
Email: hello@riveruk.co.uk
Need to raise something now?
Call the team on 0333 331 1777, or put it in writing and we'll pick it up.