Complaints Policy

Our objective is to provide, at all times, a high standard of service to our clients. However, we acknowledge that there may be times when issues arise. We are committed to resolving these issues as quickly and efficiently as possible.

Initial Complaint: If you wish to make a complaint to First for Energy Group Ltd you can contact us as follows:
Jamie Head
Director
First for Energy Group Ltd
Suite C, Valley Road Business Park Vale,
Birkenhead
CH41 7BA

By telephone on 0151 363 3968, between the hours of 09.00am and 16.30pm, Monday to Friday.

By email to: directors@ffeg.co.uk

You will initially be issued with a Case Number which you should quote in any further correspondence.

We will endeavor to deal with your complaint immediately. However, if we are unable to do so, we will write to you within five days and inform you who is dealing with the issue and when you can expect a response.

In some cases, our investigations may take some time to conclude but we will keep you informed. We will contact you as soon as our investigations are complete or, if we have been unable to resolve the issue within 2 weeks of receipt of your complaint, we will write to you to let you know.

If we are still unable to resolve the issue within 8 weeks we will write to you again to either:

• Advise you when we expect to be able to conclude our investigation.
• You will receive a ‘final response’ upon the conclusion of our investigation. This will advise you whether we have upheld or rejected your complaint, in whole or part. If appropriate we may make an offer of redress.
• Advise you of other means through which you might have your complaint considered.
• You may consider escalating to the Ombudsman services if we cannot resolve your complaint after 8 weeks - This is completely free to use and completely impartial.

If we believe that your complaint is the responsibility of a supplier, we will pass your correspondence on to them and inform you of this in writing. The supplier will assume responsibility for the complaint, and we will provide you with the suppliers contact details.