Complaints Policy
1.0 Purpose
This policy sets out how any customer can contact char.gy to make a complaint and how their complaint will be dealt with.
2.0 Scope
This policy applies to all customers of char.gy whether Partners or end-users (‘Drivers’) or members of the public who interact with our employees. Complaints may include, but are not limited to, expressions of dissatisfaction about a product, service or experience provided by char.gy or a subcontractor of char.gy.
3.0 Policy statement
We welcome all feedback from our customers and, although we hope that there would be no cause for complaints, we do understand that at times a customer may wish to contact us to discuss concerns that they may have about our products, services or experience with char.gy. We are committed to thoroughly investigating, reviewing and providing an outcome for all complaints, in a timely manner. We aim to have robust processes in place for all types of customer complaints and ensure we can receive complaints via email, writing and telephone. We analyse feedback and insights from our customers and staff to help us to grow and improve the services we offer.
4.0 Complaints process
4.1 Contacting us
When to contact us: Please contact us as soon as possible if you have any concerns or complaints about any element of the services we provide. This also includes the level of service you received from any of our employees or where your experience of our service was not what you expected.
How to contact us: To help us investigate and resolve your concerns as quickly as possible please contact our Complaints team, ideally in writing, by:
sending an email to support@char.gy with the subject ‘Complaint’ or
writing to Customer Complaints Team, char.gy Limited, Suite A, Floor 6, 55 King William Street, London, EC4R 9AD or
calling our Driver Support line on 0800 086 9606 and letting the Agent know you wish to make a formal complaint.
Please provide as much information as possible when making a complaint and in particular:
Your name, address, telephone number and email address together with details of the method that you would be preferred to be contacted by in discussing your complaint
Details of the services that you are complaining about with time, date and location of the charging session or experience in question
If your complaint relates to a particular employee or sub-contractor; please provide their name or other information to help us identify them
Any documentation that relates to your complaint such as an invoice or receipt
Any further information in relation to your complaint and details of how you would like to see the complaint resolved
4.2 How we handle complaints
At char.gy, we are committed to addressing and resolving customer complaints efficiently and effectively. Our approach to handling complaints is structured to ensure transparency, fairness, and continuous improvement. Below is an outline of our complaint handling process:
Initial Acknowledgment
Prompt Response: We aim to acknowledge receipt of your complaint within one working day. This acknowledgment will confirm that we have received your complaint and provide an initial point of contact.
Investigation Process
Thorough Review: Each complaint is assigned to a dedicated team member who will conduct a thorough investigation. This includes gathering all relevant information, speaking with involved parties, and reviewing any supporting documentation.
Clear Communication: We will keep you informed throughout the investigation process. If additional information is needed, we will reach out to you promptly.
Resolution and Feedback
Timely Resolution: Our goal is to resolve complaints within five working days. However, if the nature or complexity of the complaint requires more time, we will inform you of the revised timeline and provide regular updates.
Outcome Communication: Once the investigation is complete, we will communicate the outcome to you, including any actions taken to resolve the issue and prevent future occurrences.
Escalation Process
Further Review: If you are not satisfied with the resolution, you can request a further review. Your complaint will be escalated to a senior manager who will reassess the case and provide a final decision.
Continuous Improvement
Feedback Analysis: We analyse all complaints to identify trends and areas for improvement. This feedback is crucial for enhancing our services and ensuring a better customer experience.
Training and Development: Insights from complaints are used to train our staff and improve our processes, ensuring that we learn and grow from every piece of feedback we receive.
We have internal complaints procedures which detail how we manage and resolve customer complaints. If you require more details about the procedure and processes that we follow, then you can contact us on support@char.gy.
4.3 Confidentiality and data protection
We will ensure that all complaints are dealt with confidentially and information you provide will only be shared with individuals that we need to discuss your complaint with during the process. If we would like to share details of your complaint for any other reason (such as employee training) we will ensure the details shared do not identify you. Any personal data that we collect during handling your complaint will be held in accordance with the relevant data protection legislation and our privacy policy which can be found on our website.
5.0 Roles, responsibilities and delegations
ROLE | RESPONSIBILITY |
|---|---|
Chief Executive Officer (CEO) | Oversee the implementation and adherence to the Complaints Policy across the organisation. Ensure the policy is reviewed and updated regularly to reflect best practices and regulatory requirements. Provide strategic direction and support to the Chief Operating Officer and Head of Driver Support in managing and resolving customer complaints. Report to the Board on the effectiveness of the complaints management process and any significant issues or trends identified. Foster a culture of continuous improvement and customer-centricity within the organisation. |
Chief Operating Officer (COO) | Own the Complaints Policy and ensure it is communicated effectively across the organisation. Support the implementation and operation of the policy requirements. Liaise with the CEO and other Executive team members to address any significant complaints or systemic issues. |
Head of Driver Support | Implement the Complaints Policy on a day-to-day basis. Ensure all complaints are managed and resolved in accordance with the policy. Provide training and support to staff on handling complaints. Monitor and report on complaint trends and outcomes. |
Line Managers | Communicate the Complaints Policy and supporting procedures to their employees and others such as Contractors relevant to their role. Ensure adherence to the policy by their teams. Support employees in managing and resolving complaints effectively. |
6.0 Definitions
For the purposes of this policy and related policy documents, the following definitions apply:
Customer(s): current or potential customers of char.gy whether Drivers or Partners as defined above.
Customer complaints: Expressions of dissatisfaction made by customers regarding any aspect of char.gy’s products, services, or experiences. These complaints can be related to the quality, functionality, or performance of the products, the level of service provided by char.gy employees or subcontractors, or any other interactions with the company. Customer complaints are an important form of feedback that char.gy uses to improve its offerings and customer satisfaction.
Driver(s): members of the public who use or want to use our charge points to charge their electric vehicle.
Partner(s): current or potential customers of char.gy who own the land on which char.gy charge points are hosted.