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Code of Practice on Complaint Handling
We will resolve your complaint as quickly as possible.
At Activ8 Energies, we are committed to offering the very best in customer service. Our
Codes of Practice outline what you can expect from us. We strive to get it right first time,
every time. However, we recognise that sometimes things can go wrong. If this happens, we promise to deal with you openly and fairly to put things right.
We're here to help
If you're unhappy with any aspect of our service, please get in touch with our Customer Service Team in any of the following ways:
Phone: 042 969 0352 Our phone lines are open Monday to Friday from 9:00 am to 5:00 pm.
Webchat: via Activ8Energies.com Our webchat service is available Monday to Friday from 9:00 am to 5:00 pm.
Post: NEXUS N2 Business Park, Carrickmacross, Co. Monaghan, A81 XK73
Email: customer.support@activ8energies.com
Our service commitment
Our advisers are here to help and should be able to resolve your query immediately. If not, we will arrange a time to call you back with a proposed solution and a full explanation of the issue. If we are at fault, we will apologise and do everything we can to rectify it in a timely manner.
We aim to reach an appropriate resolution of your complaint within five days. Some issues are more complex and may take longer to resolve. We will always keep you updated along the way. If you are not satisfied with how your issue has been handled by our Customer Service Team, you can request to speak to one of our supervisors.
If we still have not resolved your issue or you are unhappy with the outcome, you may escalate your issue to the Escalations Manager, who will be happy to speak with you. If your issue remains unresolved, your complaint will be referred to our Customer Experience Manager.
We aim to provide you with a final answer within two months. You may experience a delay if we are unable to reach you, if information is not available to us, or if certain technical procedures are required.
The account holder, recognised agencies, or any third parties confirmed as acting on behalf of the account holder can contact us if you are unhappy with the service.
Aidan Marron
Chief Operations Officer