Pinnacle Business Water is committed to providing the highest level of customer service and this includes an effective process for handling complaints. Our complaints procedure has been created to make sure all complaints are fully investigated and satisfactorily resolved as quickly as possible. This document sets out how you can make a complaint, how we will handle it, and your right to appeal if you are not satisfied with our response. At Pinnacle Business Water we treat any complaint we receive seriously and confidentially. We guarantee your complaint will be handled in a courteous, prompt and transparent manner.
Our complaints procedure has two stages:
Stage One: Frontline resolution
We aim to resolve complaints quickly and efficiently. We will acknowledge receipt of your complaint within one business day and your complaint will be initially investigated by our Head of Customer Services. We will provide a proposed resolution to the complaint or a substantive update on the progress of resolving the issue, as sometimes a resolution may require us to liaise with other organisations. This will be in five business days or less, unless circumstances are such that this is not possible and time for further investigation is required. You will be kept informed of progress if an extended investigation period is required. We may contact you during the investigation if further information is required.
In responding, we will
- address all the points you raised in your complaint and provide a clear explanation;
- apologise and explain what remedial action we have taken if we have fallen short;
- consider whether we can offer compensation where remedial action is not possible or is insufficient.
If the complaint has not been resolved to your satisfaction within 10 business days or you are dissatisfied with our response, then you may proceed to the next stage. Please note that if you do not reply to our response to your complaint within 30 days we may treat any appeal as a new complaint.
Stage Two: Investigation
Stage Two deals with two types of complaint: those that have not been resolved at Stage One and those that are complex and require detailed investigation.
When using Stage Two we will escalate your complaint to a more senior level and will:
- acknowledge receipt of your complaint within three business days;
- discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for;
- give you a full response to the complaint as soon as possible and within 20 working days.
If our investigation will take longer than 20 working days, we will tell you. We'll agree revised time limits with you and keep you updated on progress.
If appropriate, we will place your account on hold while we investigate your complaint.
How do I complain?
You can complain by emailing us at firstname.lastname@example.org or by telephone on 0141 212 0210. Please give us full details of your account and the issue you are complaining about.
What if I’m still not satisfied?
When we have fully investigated, if you are still not satisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it. The SPSO service is independent, free and confidential. Please be aware the SPSO may refer you back to Pinnacle Business Water if you have not completed our complaints procedure. They also cannot look into events that happened, or that you became aware of, more than a year ago, or a matter that has been or is being considered in court.
You can contact the SPSO by:
Telephone: FREEPHONE 0800 377 7330
By writing to: Freepost SPSO (no further information, or a stamp, is required)