How we handle your complaints
Introduction
British Gas Energy Trust (“BGET”) is committed to providing its applicants, beneficiaries and third-party organisations with the best possible services which meet their needs, whilst ensuring that they are all treated fairly and with respect.
We aim to provide a quality service to all service users. However, we recognise that sometimes things can go wrong, or an applicant, beneficiary or service user may become unhappy with the service they have received. To help us continually improve our services, feedback is encouraging from all user groups.
BGET’s Complaints Policy aligns with the Equality Act 2010.
https://www.gov.uk/government/publications/equality-act-2010-schedule-19-consolidated-april-2011
If you wish to make a complaint, we will ensure that:
- Your complaint is treated seriously and in a timely manner.
- Your right to use our services will not be affected because you have made a complaint.
- Your complaint will be handled fairly and without bias.
BGET aim to resolve 95% of all complaints within 10 working days. Where this is not possible, BGET will endeavour to keep the complainant updated at every point of progress.
A complaint could include any of the following concerns:
- Unreasonable length of time taken by BGET or its service providers to offer or refuse a grant. It can often take up to eight weeks for a decision to be made on an application. This can take longer where insufficient information is provided by the applicant at submission stage or where there are outstanding queries on an applicants’ energy account.
- Behaviour by a BGET representative or service providers.
- Discrimination under the Equality Act 2010.
A complaint will not be considered concerning:
- A decision to offer or not offer a grant or award. BGET will not respond to correspondence around grant decisions, our decision is final and cannot be appealed.
- The amount offered as a grant. BGET will only consider clearing arrears in full, partial payments will not be considered. Account information is supplied to BGET by British Gas and grants are awarded in line with what is outstanding when an application is assessed.
- Amendments to Trusts’ policies, operations, grant making & practices.
Please note the Trust will not respond to anonymous or unsubstantiated complaints. In the case of whistleblowing please refer to the Whistleblowing Policy.
A complaint can be made in the following ways:
Via e-mail to: office@bget.org.uk
In writing to: FREEPOST British Gas Energy Trust
BGET or its service providers will acknowledge receipt of the complaint within 5 working days (between Monday – Friday, 9am-5pm) via email or telephone.
BGET will keep you updated on the progress of the complaint as it moves through the complaints process (see Appendix A). All complaints remain confidential and are managed in line with the Data Protection Act 2018. All personal data will be kept anonymous in producing and sharing information about complaints within BGET.
Complaint handling process:
Process for complaint handling: directly from complainant
The following approach will be adopted in all cases:
- On receipt of the letter or email, BGET or its service providers will log details of the complaint on the complaints register.
- The complainant shall be offered a copy of this complaints policy and the complaint acknowledged within 5 working days of receipt (between Monday – Friday, 9am-5pm) via email or telephone.
- The complainant will be contacted by the relevant representative of BGET or its service providers to discuss & investigate the complaint (either by email or by telephone) with a detailed record being taken.
- During the investigation the complainant will be kept updated regularly, prior to a response and / or decision as to whether the complaint is upheld, being sent in writing to the complainant.
- If the complainant does not agree with the outcome, the complaint will be referred to the CEO at BGET whose decision will be final.
Process for complaint handling: (via a 3rd party on behalf of the complainant)
The following approach will be adopted in all cases:
- On receipt of the letter or email, BGET or its service providers will log details of the complaint on the complaints register.
- The 3rd party shall be offered a copy of this complaints policy and the complaint acknowledged within 5 working days of receipt (between Monday – Friday, 9am-5pm) via email or telephone.
- The complainant or the 3rd Party will be contacted by the relevant representative of BGET or its service providers to discuss & investigate the complaint (either by email or by telephone) with a detailed record being taken.
- During the investigation, the complainant will be kept updated regularly, prior to a response and / or decision as to whether the complaint is upheld, being sent in writing to the complainant or 3rd party representative.
- If the complainant does not agree with the outcome, the complaint will be referred to the CEO of BGET, whose decision will be final.
COPIES OF ALL COMMUNICATIONS MUST BE KEPT AND RECORDED.
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