Complaints Policy

At That Guru Limited, we prioritize exceptional customer service and believe in resolving any concerns fairly and efficiently.

We are committed to:

Proactive Customer Support: We strive to anticipate customer needs and provide clear communication throughout their experience.

Accessible Complaint Channels: We offer multiple ways for customers to voice concerns – phone, email, online form, or in writing.

Prompt Acknowledgement: We acknowledge receipt of all complaints within [set timeframe, e.g., 3 working days].

Dedicated Investigation: A designated representative investigates each complaint thoroughly.

Timely Resolution: We aim to resolve complaints within a set timeframe (e.g., 8 weeks) and keep customers informed throughout the process.

Fairness and Transparency: We approach every complaint with an open mind and strive for a fair and transparent resolution.

Open to Feedback: We value customer feedback and use it to continually improve our services.

If a customer is ever dissatisfied with the outcome, we clearly explain their right to refer their complaint to the Energy Ombudsman within [set timeframe].

That Guru Limited is dedicated to building strong customer relationships based on trust and satisfaction.

Complaint Process

We offer several convenient ways for you to lodge a complaint:

  • Phone: You can reach us directly at 0330 053 4910 during our operating hours;

Monday-Friday, 9:00 am – 5:00 pm

We understand the importance of prompt communication. You will receive an acknowledgement of your complaint within 3 working days of receipt. This acknowledgement will include your reference number and the name of the dedicated representative assigned to handle your case.

3. Complaint Handling Process

At That Guru Limited, we take a thorough and efficient approach to investigating complaints. Here’s what you can expect:

Dedicated Point of Contact: We assign a dedicated representative to handle your complaint from start to finish. This ensures continuity and allows you to easily reach the person familiar with your case.

Information Gathering: Our representative will work closely with you to gather all relevant information regarding your complaint. This may involve requesting additional details, copies of documents (e.g., bills), or meter readings. We may also need to consult with internal departments to obtain a comprehensive picture of the situation.

Timely Resolution: We strive to resolve your complaint within a set timeframe of [e.g., 8 weeks]. In some complex cases, additional time may be necessary. We will keep you informed throughout the process and explain any delays.

Communication and Updates: Our dedicated representative will keep you informed of the progress of the investigation. We will provide regular updates and ensure you understand the next steps.

We understand the importance of staying informed, and we are committed to clear and consistent communication throughout the complaint resolution process.

Communication of Outcome

Once we have completed our investigation, we will promptly inform you of the outcome in writing. This communication will include:

Clear Explanation: We will provide a clear and concise explanation of our findings, outlining the investigation’s results.

Resolution Details: If applicable, we will detail the resolution we are offering to address your complaint. This may include adjustments to your bill, service changes, or other forms of compensation.

Rationale for Outcome: We understand you may want to understand the reasoning behind our decision. The communication will explain the rationale for the chosen outcome.

Right to Respond: We value your feedback. The communication will clearly explain your right to respond to the outcome and outline any next steps available to you if you’re not satisfied.

We are committed to resolving complaints fairly and transparently. This detailed communication aims to ensure you understand the investigation’s conclusion and the options available to you.

Dissatisfied with the Outcome?

We understand that in some instances, you may not be satisfied with the outcome of our investigation. If this is the case, you have the right to refer your complaint to the Energy Ombudsman, an independent body that can review your case.

Important Information for Referring a Complaint to the Energy Ombudsman:

  • You must refer your complaint to the Ombudsman within 8 weeks of receiving our final written response.
  • The Energy Ombudsman can be contacted through the following methods:

We encourage you to contact the Energy Ombudsman if you require further assistance in resolving your complaint.

Remember: While we strive for excellent customer service and fair resolutions, we understand that there may be situations where you require an independent review. This section provides clear details on your right to refer your complaint to the Ombudsman.

We understand that experiencing a problem can be frustrating, and we sincerely apologize for any inconvenience you may have faced.  We are dedicated to using your feedback to continually improve our services and ensure a positive customer experience for everyone.

If you have any questions or require further assistance regarding the complaints procedure, please do not hesitate to contact us.