Purpose

This policy sets out how British Gas Energy Trust (“BGET”) handles complaints fairly, consistently and in line with regulatory and governance expectations. It applies to complaints received directly by BGET or via its service providers.

Scope

This policy applies to: 

  • Applicants and beneficiaries 
  • Third parties acting on behalf of applicants or beneficiaries 
  • Complaints handled by BGET  

This policy does not apply to: 

  • Appeals against grant decisions 
  • Complaints about British Gas energy accounts 
  • Employees of BGET. Employees should follow the grievance process.   

 Principles

BGET will ensure that: 

  • Complaints are handled fairly, objectively and without bias 
  • Complainants are not disadvantaged for raising concerns 
  • Complaints are acknowledged, investigated and resolved promptly 
  • Learning from complaints is captured and reviewed

What Constitutes a Complaint

A complaint may include concerns about: 

  • Delays in processing applications 
  • Conduct or behaviour of staff or service providers 
  • Failure to follow published processes 
  • Discrimination or failure to make reasonable adjustments 
  • Handling of personal data 

 What Is Not a Complaint

The following are excluded: 

  • Decisions to award or refuse a grant (decisions are final) 
  • The value of a grant awarded 
  • Changes to BGET policies or grant criteria 

If your complaint relates to a grant administered by British Gas Energy Trust, including your experience of the application or assessment process, you can contact us at office@bget.org.uk.

Please provide as much relevant information as possible to help us understand and review your complaint, including your name, application reference (where applicable), details of your concern and the outcome you are seeking.

How Complaints Are Raised

Complaints, as outlined in ‘What Constitutes a Complaint’, should be submitted via: 

Email: governance@britishgasenergytrust.org.uk
 

Complaint Handling Process

  1. Complaint received and logged on the Complaints Register 
  2. Acknowledgement issued within 5 working days 
  3. Investigation undertaken by relevant staff or service provider 
  4. Complainant kept informed of progress 
  5. Written outcome issued 

Escalation

If the complainant is dissatisfied with the outcome: 

  • The complaint is escalated to the CEO of BGET 
  • The CEO’s decision is final 

Serious, systemic or high-risk complaints may be escalated to the Trust Board.

Data Protection & ICO Complaints

All complaints are handled in accordance with UK GDPR and the Data Protection Act 2018. 

Where a complaint relates to personal data: 

  • The issue must be investigated internally first 
  • Individuals should be encouraged to complete BGET’s internal process 

If unresolved, individuals may escalate to the Information Commissioner’s Office (ICO). 

 Records & Retention

  • All complaints and correspondence must be retained in line with BGET’s Data Retention Policy 
  • Complaints data will be anonymised for reporting purposes 

 Reporting & Oversight

  • Complaint trends and themes are reviewed periodically 
  • Learning points are shared with senior management 
  • The Board receives assurance on complaints handling as required

 

Please note, we are an Independent Charity and cannot respond to complaints regarding gas or electricity accounts with British Gas.

If you have a complaint for British Gas you can find details here: How to make a complaint – British Gas