Calor Complaints Procedure

1. INTRODUCTION

Everyone at Calor does their best to ensure that we provide a seamless experience for our existing and prospective customers. Sometimes we get it wrong and may give you cause to complain: if that is the case, please follow this procedure to let us know.

2. MAKING A COMPLAINT

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. 

3. HOW YOU CAN MAKE A COMPLAINT

In the first instance, please contact your local Calor Centre as all of our customer service representatives are able to deal with complaints. If necessary, they will escalate your complaint to the on-site management team. You can contact your local Calor Centre via email, telephone or post using the contact details that can be found on your Calor statement. 

If you have not received a satisfactory response from the local team then you can contact our Customer Standards Department via email on quality@calor.co.uk or via post at: Calor Gas Limited, Athena House, Athena Drive, Tachbrook Park, Warwick, CV34 6RL.

You can also contact us via our website enquiry form and select 'Make a Complaint'.

4. HOW WE HANDLE COMPLAINTS

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. 

5. FURTHER STEPS

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: www.ombadr.org or www.utilitiesadr.co.uk