Learn more Continue Help For YouAbout usLatest NewsFAQs Complaints Policy We know there may be times when we don’t meet our own high standards. If this happens, we want to hear about it, deal with the situation quickly and put measures in place to stop it happening again. Struggling with energy debt? Apply for a grant online. Apply Now Grants Available How we handle your complaints 1. Introduction British Gas Energy Trust (“BGET”) is committed to providing its applicants, beneficiaries and third-party organisations with the best possible services which meet their needs, whilst ensuring that they are all treated fairly and with respect. We aim to provide a quality service to all service users. However, we recognise that sometimes things can go wrong, or an applicant, beneficiary or service user may become unhappy with the service they have received. To help us continually improve our services, feedback is encouraging from all user groups. British Gas Energy Trusts (“BGET”) Complaints Policy aligns with the Equality Act 2010. https://www.gov.uk/government/publications/equality-act-2010-schedule-19-consolidated-april-2011 If you wish to make a complaint, we will ensure that: – Your complaint is treated seriously and in a timely manner. Your right to use our services will not be affected because you have made a complaint. Your complaint will be handled fairly and without bias. British Gas Energy Trust aim to resolve 95% of all complaints within five working days. Where this is not possible, British Gas Energy Trust will endeavour to keep the complainant updated at every point of progress. A complaint could include any of the following concerns: Unreasonable length of time taken to offer of or refuse a grant. Behaviour by a Trust representative or service provide. Discrimination under the Equality Act 2010. A complaint will not be considered concerning: A decision to offer or not offer a grant or award. The amount offered as a grant. Amendments to Trusts’ policies, operations, grant making & practices. Please note the Trust will not respond to anonymous or unsubstantiated complaints. In the case of whistleblowing please refer to the Whistleblowing Policy. A complaint can be made in the following ways: Via e-mail to: contact@britishgasenergytrust.org.uk In writing to: FREEPOST British Gas Energy Trust British Gas Energy Trust or its service providers will acknowledge receipt of the complaint within 72hrs (between Monday – Friday, 9am-5pm) via email or telephone. British Gas Energy Trust will keep you updated on the progress of the complaint as it moves through the complaints process (see Appendix A). All complaints remain confidential and are managed in line with the Data Protection Act 2018. All personal data will be kept anonymous in producing and sharing information about complaints within British Gas Energy Trust. Complaint handling process: Process for complaint handling: directly from complainant The following approach will be adopted in all cases: On receipt of the letter or email, British Gas Energy Trust or its service providers will log details of the complaint on the complaints register. The complainant shall be offered a copy of this complaints policy and the complaint acknowledged within 72hrs of receipt. (between Monday – Friday, 9am-5pm) via email or telephone. The complainant will be contacted by the relevant representative of the Trust or its service providers to discuss & investigate the complaint (either by email or by telephone) with a detailed record being taken. During the investigation the complainant will be kept updated regularly, prior to a response and / or decision as to whether the complaint is upheld, being sent in writing to the complainant. If the complainant does not agree with the outcome, the complaint will be referred to the Trustee Complaints Lead of British Gas Energy Trust whose decision will be final. Process for complaint handling: (via a 3rd party on behalf of the complainant) The following approach will be adopted in all cases: On receipt of the letter or email, British Gas Energy Trust or its service providers will log details of the complaint on the complaints register. The 3rd party shall be offered a copy of this complaints policy and the complaint acknowledged within 72hrs of receipt. (between Monday – Friday, 9am-5pm) via email or telephone. The complainant or the 3rd Party will be contacted by the relevant representative of the Trust or its service providers to discuss & investigate the complaint (either by email or by telephone) with a detailed record being taken. During the investigation, the complainant will be kept updated regularly, prior to a response and / or decision as to whether the complaint is upheld, being sent in writing to the complainant or 3rd party representative. If the complainant does not agree with the outcome, the complaint will be referred to the Trustee Complaints Lead of British Gas Energy Trust, whose decision will be final. COPIES OF ALL COMMUNICATIONS MUST BE KEPT AND RECORDED. British Gas Energy Trust is Registered Charitable Incorporated Organisation no 1179578 ©2021 British Gas Energy Trust. All Rights Reserved. Data Protection Policy Privacy Policy – Contact Privacy Policy – Customer Legitimate Interests Cookie Statement Complaints Policy