Monopolising complaints policy

Founded on Values of Simplicity, Transparency and Honesty.

At Monopolising, we want happy customers, which is why we built our core values on simplicity, transparency and honesty.

Cheap doesn’t mean or equal good value. We want you to be able to get the most out of your money, for the amount that you can afford or willing to spend.

We want to help Monopolise your money to it’s fullest potential, which is why we cover so many unique solutions for you and your business.

WHAT MAKES US SO SUCCESSFUL?

At Monopolising we’re trying to re-invent how business is done. Our four core values are:

Be Transparent

Put The Customer First

Be Open and Fair

Shake-Up The Market

We are always keen to hear from our customers about how the service can be improved.

Whether it’s a simple suggestion of how we can improve certain processes or whether it is a complaint, we’d love to hear from you as we are committed to continuous improvement.

To get in touch, you can:

Email us: hello@monopolising.co.uk

Call us: 0333 456 456 1

Write to us: Monopoly House, Savoy Close, Andover, SP10 2HZ

Or Complete the form at the bottom of this page

Monopolising is different than the rest

By trying to do things differently, we are forging paths that have not been forged before. Solving long-standing challenges in the business market, with clever technology, it can mean that we don’t always get things right. If you wish to raise a complaint, you can follow the below complaints process:

STEP 1

Contact your account manager via the usual communication methods to explain what the problem is. We will seek to resolve any issues promptly with our first-line support and get the root cause of the issue.

STEP 2

If your initial point of contact has been unable to resolve your problem over the phone or via email within 2 working days, then please email us at hello@monopolising.co.uk with the Company name as the subject. This will be passed to one of our customers facing team who has not been dealing with the problem in the first instance. Sometimes a fresh pair of eyes and a different approach is all that is needed. We will log your complaint and issue you with a complaint reference number and the date it was received.

STEP 3

If we have not resolved your step 2 complaint within 2 working days of it being raised or provided a way forward with a timescale that you are happy with, we will escalate your complaint to one of our directors.

STEP 4

After 10 days of raising the step 3 complaint, if we are unable to find a satisfactory solution that both parties are happy with, then we will take a break and look with a fresh pair of eyes and try and offer some other solutions.

STEP 5

Monopolising are part of the Energy Ombudsman Alternative Dispute Resolution scheme. They provide an impartial dispute resolution service to ensure that a resolution is reached. In the unlikely event, that after 8 weeks of trying to find a solution, we have not found a solution that both parties are happy with, we will issue the below email. This means that the complaint is in a state of ‘deadlock’ and an independent resolution is required from the Energy Ombudsman.

You can now access a free, impartial dispute resolution service to resolve your complaint

Complaint reference number: [XXXXX]

Dear [Customer]

Thank you for making us aware of your complaint. We’re sorry that we haven’t been able to resolve it yet.

We understand that your complaint was regarding [insert complaint info] and to date we’ve unfortunately been unable to address this, which has resulted in [insert effect info]. If you’d like to discuss this with us again then please call 0333 456 456 1 or email our head of operations, Adam@monopolising.co.uk . Our office is open Monday – Friday 9am – 5.30pm As eight weeks have passed since you first complained to us, you can now use Ombudsman Service’s free, independent, impartial dispute resolution service. They’ll ask you to provide all the details of your complaint and any supporting information you can, before asking us for the same. They then consider all the information to reach a conclusion on how to resolve your case.

Resolutions can include: an apology; an explanation of what went wrong; a practical action to be taken to correct the problem; and/or a financial award. You can choose to reject their resolution, but if you accept it, we must act, and resolve the dispute in the way they propose. You may contact the Ombudsman in any of the following ways:

Name: Energy Ombudsman
Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Post: Energy Ombudsman
           P.O. Box 966
           Warrington, WA4 9DF

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