We use the overall term ‘case’ for all customer contacts with EWOV. Each case is registered and classified as either an enquiry (a request for information) or a complaint (an expression of dissatisfaction).
When a customer contacts us with an enquiry, we provide them with general information and, usually, we also refer them to their energy or water company. Sometimes we refer them to another body, such as a regulator or a government department.
We define a complaint as an expression of dissatisfaction regarding a policy, practice or customer service performance of an energy or water company, where a response or resolution is explicitly or implicitly expected. A complaint may initially be referred back to the contact centre or someone higher up at your electricity, gas or water company.
Unassisted Referral
After providing an overview of the customer’s rights and responsibilities, we refer the customer to their energy or water company’s call centre. This is because the customer hasn’t had any contact with their company.
Assisted Referral
After providing an overview of the customer’s rights and responsibilities, we refer the customer to a higher level contact within their energy or water company. This gives the company a final opportunity for direct resolution at a higher level before we open a complaint investigation.
Investigated Complaint
Where the customer’s complaint remains unresolved after referral to the company, or where the issues raised in the complaint are complex or point to an immediate need, we open an investigation. By seeking further information from both the company and the customer, and from other sources as necessary, we form an impartial view of what has happened and help the parties reach an agreed resolution.
Binding Decision
Where a complaint remains unresolved after investigation, the Ombudsman may make a Binding Decision.