{"id":563,"date":"2023-07-17T12:57:38","date_gmt":"2023-07-17T11:57:38","guid":{"rendered":"https:\/\/mgmutilitybroker.co.uk\/?page_id=563"},"modified":"2026-07-02T21:06:12","modified_gmt":"2026-07-02T20:06:12","slug":"complaints-compliments-policy-and-procedure","status":"publish","type":"page","link":"https:\/\/mgmutilitybroker.co.uk\/index.php\/complaints-compliments-policy-and-procedure\/","title":{"rendered":"Complaints & Compliments\u00a0Policy and Procedure"},"content":{"rendered":"\n
    \n
  1. Our Aim at MGM Utility Broker Ltd is committed to providing a quality service and working<\/li>\n<\/ol>\n\n\n\n

     in an open and accountable way that builds trust and respect. One of the ways in<\/p>\n\n\n\n

    which we can continue to improve our service is by listening and responding to the<\/p>\n\n\n\n

    views of our clients and stakeholders, and by responding positively to<\/p>\n\n\n\n

    complaints, and by putting mistakes right.<\/p>\n\n\n\n

    \u200b<\/p>\n\n\n\n

    Therefore, we aim to ensure that:<\/p>\n\n\n\n

    \u2022 making a compliment or complaint is as easy as possible<\/p>\n\n\n\n

    \u2022 we welcome compliments, feedback, and suggestions<\/p>\n\n\n\n

    \u2022 we treat a complaint as a clear expression of dissatisfaction with our service<\/p>\n\n\n\n

    which calls for an immediate response<\/p>\n\n\n\n

    \u2022 we deal with it promptly, politely and, when appropriate, confidentially<\/p>\n\n\n\n

    \u2022 we respond in the right way – for example, with an explanation, or an apology<\/p>\n\n\n\n

    where we have got things wrong, or information on any action taken etc.<\/p>\n\n\n\n

    \u2022 we learn from complaints, use them to improve our service, and review<\/p>\n\n\n\n

    annually our complaints policy and procedures<\/p>\n\n\n\n

    We recognise that many concerns will be raised informally and dealt with quickly.<\/p>\n\n\n\n

    \u200b<\/p>\n\n\n\n

    Our aims are to:<\/p>\n\n\n\n

    \u200b<\/p>\n\n\n\n

    \u2022 resolve informal concerns quickly<\/p>\n\n\n\n

    \u2022 keep matters low-key<\/p>\n\n\n\n

    \u2022 enable mediation between the complainant and the individual to whom the<\/p>\n\n\n\n

    complaint has been referred<\/p>\n\n\n\n

    This policy ensures that we welcome compliments and provide guidelines for dealing<\/p>\n\n\n\n

    with complaints from members of the public about our services, facilities, staff and<\/p>\n\n\n\n

    volunteers.<\/p>\n\n\n\n

    2. Definitions<\/p>\n\n\n\n

    A compliment is an expression of satisfaction about the standard of service we<\/p>\n\n\n\n

    provide. Date policy adopted 11th<\/sup> Aug 2022 Date policy last adopted 11th<\/sup> Aug 2022<\/p>\n\n\n\n

    A complaint is defined as any expression of dissatisfaction.<\/p>\n\n\n\n

    This would include complaints expressed face to face, via a phone call, in writing, via<\/p>\n\n\n\n

    email or any other method. All staff should have sufficient knowledge to be able to<\/p>\n\n\n\n

    identify an \u201cexpression of dissatisfaction\u201d even when the word \u201ccomplains\u201d or<\/p>\n\n\n\n

    \u201ccomplaint\u201d is not used.<\/p>\n\n\n\n

    3. Purpose<\/p>\n\n\n\n

    We are always glad to hear from people who are satisfied with the services we offer.<\/p>\n\n\n\n

    All compliments are recorded, acknowledged, and a copy is sent to the relevant<\/p>\n\n\n\n

    service manager to provide feedback to the member of staff or service.<\/p>\n\n\n\n

    4. Complaints<\/p>\n\n\n\n

    The formal complaints procedure is intended to ensure that all complaints are<\/p>\n\n\n\n

    handled fairly, consistently, and wherever possible resolved to the complainant’s<\/p>\n\n\n\n

    satisfaction.<\/p>\n\n\n\n

    5. Responsibilities<\/p>\n\n\n\n

    MGM Utility Broker Ltd responsibility will be to:<\/p>\n\n\n\n

    \u2022 acknowledge the formal complaint in writing.<\/p>\n\n\n\n

    \u2022 respond within a stated period of time.<\/p>\n\n\n\n

    \u2022 deal reasonably and sensitively with the complaint; and<\/p>\n\n\n\n

    \u2022 act where appropriate.<\/p>\n\n\n\n

    A complainant’s responsibility is to:<\/p>\n\n\n\n

    \u2022 bring their complaint, in writing, to MGM Utility Broker Ltd attention<\/p>\n\n\n\n

     within 8 weeks of the issue arising.<\/p>\n\n\n\n

    \u2022 raise concerns promptly and directly with a member of staff in MGM Utility Broker Ltd<\/p>\n\n\n\n

    \u2022 explain the problem as clearly and as fully as possible, including any action<\/p>\n\n\n\n

    taken to date.<\/p>\n\n\n\n

    \u2022 Allow MGM Utility Broker Ltd a reasonable time to deal with the matter,<\/p>\n\n\n\n

    and<\/p>\n\n\n\n

    \u2022 recognise that some circumstances may be beyond MGM Utility Broker Ltd control.<\/p>\n\n\n\n

    Date policy adopted: 11th<\/sup> August 2022: Date policy last reviewed: 11th August 2022 <\/p>\n\n\n\n

    6. Confidentiality:<\/p>\n\n\n\n

    Except in exceptional circumstances, every attempt will be made to ensure that both<\/p>\n\n\n\n

    the complainant and MGM Utility Broker Ltd maintain confidentiality. However<\/p>\n\n\n\n

    the circumstances giving rise to the complaint may be such that it may not be<\/p>\n\n\n\n

    possible to maintain confidentiality (with each complaint judged on its own facts).<\/p>\n\n\n\n

    Should this be the case, the situation will be explained to the complainant.<\/p>\n\n\n\n

    7. Complaints Procedure:<\/p>\n\n\n\n

    Written records must be made by MGM Utility Broker Ltd at each stage of the<\/p>\n\n\n\n

    procedure.<\/p>\n\n\n\n

    Stage 1<\/p>\n\n\n\n

    In the first instance, staff member(s) must establish the seriousness of the complaint.<\/p>\n\n\n\n

    An informal approach is appropriate when it can be achieved. But if concerns cannot<\/p>\n\n\n\n

    be satisfactorily resolved informally, then the formal complaints procedure should be<\/p>\n\n\n\n

    followed.<\/p>\n\n\n\n

    \u200b<\/p>\n\n\n\n

    Stage 2<\/p>\n\n\n\n

    If the complaint cannot be resolved informally, the member of the public should be<\/p>\n\n\n\n

    advised that a formal complaint may be made, and the following procedure should be<\/p>\n\n\n\n

    explained to them. It may sometimes be appropriate for a different member of staff,<\/p>\n\n\n\n

    preferably a member of the Management Team, to make this explanation.<\/p>\n\n\n\n

    a) A formal complaint can be made either verbally or in writing. If in writing the<\/p>\n\n\n\n

    attached form should be used. If verbally, a statement should be taken by a<\/p>\n\n\n\n

    member of the Management Team, staff member or a supervisor.<\/p>\n\n\n\n

    b) In all cases, the complaint must be passed on to Customer Services Team. In the<\/p>\n\n\n\n

    event of a complaint about the Customer Service Team the complaint should be<\/p>\n\n\n\n

    passed to the Leadership Team, and if the complaint is about the<\/p>\n\n\n\n

    Leadership team this must be passed on to the Owner.<\/p>\n\n\n\n

    c) The Customer Service team or Leadership team, depending on the<\/p>\n\n\n\n

    nature of the complaint, must acknowledge the complaint in writing within one<\/p>\n\n\n\n

    week of receiving it.<\/p>\n\n\n\n

    d) One of the above will investigate the complaint. Any conclusions reached<\/p>\n\n\n\n

    should be discussed with the staff member involved and their Line Manager.<\/p>\n\n\n\n

    e) The person making the complaint will receive a response based on the<\/p>\n\n\n\n

    investigation within four weeks of the complaint being received. If this is not<\/p>\n\n\n\n

    possible then a letter must be sent explaining why.<\/p>\n\n\n\n

    \u200b(f) The Deadlock letter will conclude after 8 weeks before escalating to the Ombudsman<\/p>\n\n\n\n

    Stage 3<\/p>\n\n\n\n

    [Date policy adopted: [Date policy last 11th August 2022 reviewed: 15th<\/sup> June 2026<\/p>\n\n\n\n

      \n
    1. If the complainant is not satisfied with the above decision, then the owner will review.<\/li>\n\n\n\n
    2.  <\/li>\n<\/ol>\n\n\n\n

      b) The sub-group will examine the complaint and may wish to carry out further<\/p>\n\n\n\n

      interviews, examine files \/ notes. They will respond within four weeks in<\/p>\n\n\n\n

      writing. Their decision will be final.<\/p>\n\n\n\n

      [Date policy adopted: 15th<\/sup> June 2026 Date policy last reviewed: 15th<\/sup> June 2026 <\/p>\n\n\n\n

      All complaints should be sent to mgmutilitybroker@gmail.com<\/a>, registered office at 6 Ryeland Pitmedden Ellon AB41 7GD 07703100169<\/p>\n\n\n\n

      The Ombusman will be totally impartial in any decision made.<\/p>\n\n\n\n

      \u2022 Energy Ombudsman can be used if a complaint has not been resolved after 8     weeks or if deadlock has been reached<\/p>\n\n\n\n

      \u2022 Energy Ombudsman is impartial and free to use<\/p>\n\n\n\n

      \u2022 Energy Ombudsman can be contacted in the following way:<\/p>\n\n\n\n

                  \u2022 Name: Energy Ombudsman<\/p>\n\n\n\n

                  \u2022 Website: www.energyombudsman.org<\/a><\/p>\n\n\n\n

                  \u2022 Email: enquiry@energyombudsman.org<\/a><\/p>\n\n\n\n

                  \u2022 Phone: 0330 440 1624<\/p>\n\n\n\n

                  \u2022 Post:<\/p>\n\n\n\n

                  Energy Ombudsman<\/p>\n\n\n\n

                 P.O. Box 966<\/p>\n\n\n\n

                 Warrington, WA4 9DF<\/p>\n","protected":false},"excerpt":{"rendered":"

       in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and by responding positively to complaints, and by putting mistakes right. \u200b Therefore, we aim to ensure that: …<\/p>\n

      Complaints & Compliments\u00a0Policy and Procedure<\/span> Read More »<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":""},"_links":{"self":[{"href":"https:\/\/mgmutilitybroker.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/563"}],"collection":[{"href":"https:\/\/mgmutilitybroker.co.uk\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/mgmutilitybroker.co.uk\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/mgmutilitybroker.co.uk\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mgmutilitybroker.co.uk\/index.php\/wp-json\/wp\/v2\/comments?post=563"}],"version-history":[{"count":2,"href":"https:\/\/mgmutilitybroker.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/563\/revisions"}],"predecessor-version":[{"id":584,"href":"https:\/\/mgmutilitybroker.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/563\/revisions\/584"}],"wp:attachment":[{"href":"https:\/\/mgmutilitybroker.co.uk\/index.php\/wp-json\/wp\/v2\/media?parent=563"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}