Complaints Procedure

Lulay Complaints Handling Procedure

1. Introduction

Lulay is committed to delivering high-quality service to all customers. We strive to provide transparency, responsiveness, and a fair resolution process for any complaints raised in line with the guidelines set by Ofgem, this document outlines our complaints handling procedure, ensuring that every complaint is dealt with efficiently, fairly, and in a timely manner.

2. Objectives

The objectives of our complaints process are:

To provide a clear and accessible pathway for customers to raise complaints.

To handle and resolve complaints impartially and professionally.

To ensure timely resolution while keeping customers informed throughout the process.

To meet Ofgem’s requirements for handling complaints in compliance with the ADR scheme.

To use customer feedback to continually improve our services.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction made by a customer (or potential customer) regarding our services, behaviour, or actions, where the customer believes they have been treated unfairly, misunderstood, or feel that service expectations have not been met.

4. Complaint Channels

Customers can raise a complaint through any of the following methods:

Email: complaints@lulay.co.uk

Phone: 0333 038 2450 (available Monday to Friday, 8:30AM to 4:00PM)

Post: Lulay Ltd, 130 Gartons Lane, St Helens, WA9 4QZ

Website Form: Complaints submission form available at lulay.co.uk/complaints

5. Step-by-Step Complaints Procedure

Step 1: Acknowledgement

Upon receipt of a complaint, we will acknowledge it within 2 working days via the same method through which the complaint was received, unless another preference is specified.

A unique reference number will be assigned to the complaint for tracking purposes.

Step 2: Initial Assessment

Within 5 working days, the complaint will be reviewed, and the customer will be informed of the initial assessment and the next steps.

If additional information or documentation is required, we will reach out to the customer to gather the necessary details to proceed with a thorough investigation.

Step 3: Investigation

An impartial member of our complaints team will conduct a comprehensive review of the complaint. This may include consulting relevant records, interviewing involved team members, and assessing any applicable documentation.

The investigation will aim to conclude within 10 working days. However, if additional time is needed, we will inform the customer and provide an updated timeline.

Step 4: Resolution

Upon completing the investigation, we will communicate the findings and proposed resolution in writing, including any actions we will take to rectify the issue.

If the customer is satisfied with the resolution, the complaint will be considered closed.

Step 5: Escalation (if unresolved)

If the customer is not satisfied with the proposed resolution, they may request an internal review.

We will complete the internal review within 10 working days and communicate the final decision to the customer.

Step 6: Referral to ADR (Alternative Dispute Resolution)

If the complaint remains unresolved after our internal review, the customer has the right to refer the complaint to the Ombudsman Services: Energy or the designated ADR provider.

Customers can contact the Ombudsman services directly using the following details:

Website: www.energyombudsman.org
Post: Energy Ombudsman, P.O. Box966, Warrington, WA4 9D
Phone: 0330 440 1624 (Monday - Friday, 8AM - 8PM & Saturday, 9AM - 1PM)
Email: enquiry@energyombudsman.org

This step is entirely voluntary for the customer and incurs no cost.

6. Timescales

Complaint Acknowledgement: Within 2 working days

Initial Assessment & Response: Within 5 working days

Investigation and Resolution: Aim for 10 working days from receiving the complaint

Internal Review (if escalated): Within 10 working days

Referral to ADR: Information provided to the customer if unresolved

7. Record-Keeping and Monitoring

We will keep detailed records of each complaint, including communications, investigation notes, and resolutions, for a minimum of 12 months.

Regular audits of complaints will be conducted to identify trends and areas for improvement.

Quarterly reviews will be held to evaluate the effectiveness of our complaints handling process and to implement any identified improvements.

8. Continuous Improvement

Customer feedback is valuable for our service improvement. We commit to learning from each complaint and will integrate feedback into our processes, team training, and customer interactions.

9. Contact Information

For any questions regarding our complaints process, customers may contact:

Complaints Department:
Post: Lulay Ltd, 130 Gartons Lane, St Helens, WA9 4QZ,
Phone: 0333 038 2450,
Email: complaints@lulay.co.uk

10. Final Statement

At Lulay, we are dedicated to delivering the best customer experience. Our complaints process is designed to be accessible, fair, and transparent. We appreciate and value every opportunity to address any concerns and improve our service offering.