For both our existing and prospective customers
But sometimes we get it wrong. And this may give you cause to complain. We will handle complaints quickly, efficiently and in a fair and caring way. We take all complaints seriously and will use the lessons learned from our investigations to help us improve the service we provide.
If you would like to complain, please follow this procedure.
When we receive a complaint, we will endeavour to resolve it within five working days; if that is not possible, we will contact you to acknowledge receipt of the complaint and to give you a timescale for resolution.
If you are a domestic or non-business customer and we are unable to reach a mutually agreed resolution to your complaint, you can refer your complaint to the Utilities ADR, a division of the Retail Ombudsman, who is authorised by the Government under the Alternative Dispute Resolution service for customer disputes.
They provide an independent review of complaints and dispute resolution services. You will need to refer your complaint to Utilities ADR within twelve months of our final response. Their contact details are: 12 - 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW. T: 0203 598 7390 W: https://www.cdrl.org.uk or www.utilitiesadr.co.uk
We will use the information submitted to respond to your current enquiry only, unless you opt in to receive marketing from us. We may keep your information for a limited amount of time for quality assurance and to improve our services.
For more details on the way we process your personal data, please see Calor’s Privacy Statement, which also includes details of how to access your data subject rights and the contact details of the Privacy Officer.