We at Dolphin Energy Scotland Limited are a member of the Ombudsman Services Energy Broker ADR Scheme and as such pride ourselves on excellent customer service and the manner in which we conduct our business. However, we also understand that things can go wrong, and we take all complaints very seriously and are committed to continuously improving our services. If you are unhappy with any of our sales activities, marketing activities or just the general level of service you have received, we will do our utmost to correct these issues.
Any client who makes a complaint will be treated with the utmost courtesy and respect. We will investigate and inform you of the likely timescales to resolve the issues. We strive to deal with any complaint within 48 hours, but in some instances, this can take longer; if this is the case we will inform you of this in writing should more than 48 hours lapse without resolution.
If after 7 days your complaint remains unresolved or if you unhappy with the resolution, with your consent we will escalate your complaint to the Director of Dolphin Energy Scotland Limited. If you are still unhappy with the decision of the Director; or we have not been able to resolve your complaint; or if it has been unresolved for more than 8 weeks, you have the right to escalate your complaint to Ombudsman Services. This service is impartial and free for clients to use. The contact details are:
www.ombudsman-services.org/energy.html