Complaints
Did we do something wrong?
Please tell us about it.
Please tell us which service your complaint is about so we can help put it right. You can send us your complaint either by telephone, email, letter or by simply completing our online form. Once we have received your details, this will be passed to a member of our team who will be in touch to discuss further.
Methods of Complaining
Making a Complaint
City Energy Facilities Management Ltd aims to provide the highest standard of service to every customer.
If you are not completely happy with our service, we’d like to hear about it so we can do something to put it right. All concerns we receive are taken seriously.
We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.
When that happens, we want you to tell us what went wrong so we can put matters right.
We want to:
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Make it easy for you to tell us what went wrong;
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Give your complaint the attention it deserves;
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Resolve your complaint fairly without delay; and
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Make sure you are satisfied with how your complaint was resolved
How and where to complain
If you are not happy with any aspect of our service or products, you can tell us about your complaint in the following ways:
In writing
Write to us at City Energy Facilities Management, Riverside Buildings, Nile Road, Pontypridd, CF37 1BW or email us at complaints@cityenergy.cio.uk. Address your correspondence to the Complaints Manager.
By telephone
Call us on 01443 606523 during our office hours and ask for our Complaints Manager.
How long will it take
We aim to resolve your complaint straightaway but if we can’t then we will write to you within three business days to tell you:
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Why we have not resolved your complaint;
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Who is dealing with your complaint; and
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When we will contact you again.
We aim to resolve your complaint quickly but it may take longer if it is complex.
We will keep you informed on a regular basis but if you need an update please call us on 01443 606523 and ask to speak to the person handling your complaint.
If we cannot reach an agreement with you
If we can’t agree a solution with you within eight weeks, we will
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Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
OR
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Issue our final decision letter which will explain our final position.
Complaints
If you are not satisfied with any aspect of our service or products, please tell us about it.
Telephone us on: 01443 606523
Email us at: complaints@cityenergy.cio.uk
Write to: Complaints Manger, Riverside Buildings, Nile Road, Pontypridd, CF37 1BW
Should you be unhappy with our final response, you may refer your concerns to an external oversight organisation. We will tell you which one is best placed to discuss your concerns.