Stage

Process

1. Complaint "Initiated� by the Customer

Customer contacts Stewart Marketing Limited

By the following communication channels:

Email:

info@stewartmarketinglimited.co.uk

In Writing:

Stewart Marketing Limited

PO Box 246,

Worksop,

Nottinghamshire,

S80 3WB

Website:

http://www.stewartmarketinglimited.co.uk

Then Select "Contact Us�

Phone:

01909506045

Text:

07855519759

2. Complaint "Acknowledgement�

Stewart Marketing Limited shall acknowledge receipt of the complaint within 48 hours and contact the customer.

3. Complaint "Investigation�

Stewart Marketing Limited shall:

i)                   Investigate the complaint.

ii)                Understand the reason for the mistake.

4. Complaint

"Resolution�

Stewart Marketing Limited shall:

i)                   Apologise for the mistake and try to rectify it.

ii)                Cancel the Utility Contract with the intermediary or supplier if the client requests.

5. Complaint "Referred� to the Ombudsman

If an amicable resolution can’t be found within 8 weeks, Stewart Marketing Limited shall:

i)                   Issue a "Deadlock Letterâ€� – At this point – We will now refer the matter to the Ombudsman Services (OS).

ii)                Their Contact details are:

·         Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

·         Phone: 0330 440 1624

·         Email: enquiry@ombudsman-services.org

iii)              The OS shall provide an impartial service that will look at the complaint considering both sides and the evidence provided.

iv)              The OS endeavour to make a decision in a fair, independent and balanced way.

v)                This service shall be Free of charge to the customer.

6. Complaint "Closure�

After the OS have completed their Investigations, the complaint shall be Closed and Completed.