COMPLAINTS


Metropolitan is committed to putting you first. We work hard to make your heating use seamless and life a little easier.

So, if you do have a problem with our service, then our dedicated team are prepared to ensure it is dealt with quickly, efficiently and in line with our Customer Complaints Procedure. This means we will aim to provide a response to all complaints made within 10 working days.

Our procedure has been developed and tested so that all of our employees and contractors will handle any difficulties you may be having with your heat effectively, whether you contact us via the telephone or in writing.

We define a complaint as any communication by a customer or potential customer in which dissatisfaction is expressed with an aspect of our service, a process, or an employee or contractor working on our behalf.

We aim to operate in a way that makes talking to us quick and simple, and offer a variety of ways of getting in touch with us, including by telephone, through our contact form on our website and by sending us a letter. If we could be doing more to make it easier for you to get in touch with us, then please let us know.

We will investigate your complaint thoroughly in order to determine:

We aim to respond with:

Complaints from customers for whom English is not their first language

We will always try to deal with a customer for whom English is not their first language in a way that makes communication easy. The arrangements we need to put in place to make this necessary means that it may take longer to handle these complaints.

Registering your complaint

You can register your complaint in the following ways:

By telephone:

02920 100346
8am-8pm Monday to Friday.
9am – 1pm Saturdays

On the Website

On the Website If you visit our website and go to “Contact Us”, you can send us a contact form, just select complaint in the drop down box and enter your details. Start this by going here.

In Writing by post

Metropolitan
Driscoll 2,
Ellen Street,
Cardiff,
CF10 4BP

If you aren’t able to complain yourself, you can ask someone to register a complaint and act on your behalf.

Dealing with Complaints

Our Customer Complaints Procedure is divided into three steps:

Step 1

Get in touch with us as soon as possible and let us know you are dissatisfied. Our customer services team will look into your complaint and look to provide a response, in the most appropriate way, within 10 working days. Please bear in mind that if your complaint is of a complex nature or requires further investigation, we may not be able to provide a response within 10 working days. If this is the case, wherever possible, we will take action to reduce the effect the problem has in the short term and keep you informed of any action we take to eliminate the problem in the longer term.

Step 2

If an advisor can’t resolve your complaint, we will ensure your complaint is escalated to an appropriate level within the company. You can ask for a manager to review your complaint at any time if our advisor hasn’t been able to help and hasn’t already offered to refer things to a manager. We do settle most of the complaints during this step, however, if we cannot settle your complaint, we will explain our final position. In some cases, we may send you a “deadlock” letter, which means there is no more we can do for you. Alternatively, if you would like to request a “deadlock” letter to approach the Ombudsman Services, you can request one from our customer services team.

Step 3

If you have followed the processes set out above and are still not happy and we have sent you a deadlock letter, or 8 weeks have passed since we have received your complaint, you have the option to refer your complaint for free and independent review by the Ombudsman Services. However, they will only help resolve cases that have not been rectified through our established complaints procedure. So please try this route in the first instance and we will do our best to help.

Ombudsman Services

The Ombudsman Services is set up to provide a free, independent service to investigate your complaint, provided it falls within their terms of reference. You can find out more on their website at http://www.ombudsman-services.org/energy.html. Alternatively you can also contact them in writing or call them:

Ombudsman Services: Energy

PO Box 966
Warrington
WA4 9DF

Email: osenquiries@os-energy.org

Phone: 0330 440 1624

Fax: 0330 440 1625

Textphone: 0330 440 1600

Website: http://www.ombudsman-services.org/energy.html

Further information

Our customers can also address any complaints to outside agencies such as a local authority, Trading Standards Institute and Citizens Advice Bureau.

Guaranteed Standards Scheme

Our Guaranteed Standards Scheme clearly defines the standards of service we are committed to achieving. If we fail to meet one or more of these standards, you may be entitled to a payment. Please visit the documents section on our website for details of our current Guaranteed Standards. Alternatively please call us if you would like to request a hard copy to be sent to you.