Complaints policy
The Centre for Energy Literacy is committed to acting openly, fairly, and responsibly.
We take complaints seriously and view them as an opportunity to improve our work.
What this policy covers
This policy explains how to make a complaint about:
- Our services or activities
- The way we have handled a request or application
- The conduct of our staff, volunteers, or trustees
- The quality or accuracy of our published information
This policy does not cover complaints about energy suppliers or third parties, which should be directed to the relevant organisation.
Our principles
When handling complaints, we aim to be:
- Fair — treating everyone with respect
- Clear — explaining what we can and cannot do
- Timely — responding as quickly as possible
- Proportionate — responding in line with the nature of the complaint
How to make a complaint
If you wish to make a complaint, please contact us by email.
Email:
complaints@centreforenergyliteracy.org.uk
Please include:
- Your name and contact details
- A brief description of the issue
- Any relevant dates or page links
You do not need to use formal language.
What happens after we receive a complaint
Once we receive your complaint:
- We will acknowledge receipt where possible
- The complaint will be reviewed by an appropriate person
- We may contact you if further information is needed
- We will respond with our findings or next steps
We aim to respond within a reasonable timeframe, depending on the complexity of the issue.
If you are unhappy with our response
If you are not satisfied with our response, you may ask for the complaint to be reviewed.
Complaints involving governance or serious matters may be escalated to the trustees.
What we cannot deal with under this policy
We cannot handle complaints about:
- Energy suppliers, brokers, or contracts
- Decisions made by partner charities or external organisations
- Matters outside the scope of our charitable activities
In these cases, we may suggest where you can direct your concern.
Behaviour we cannot accept
We aim to treat everyone with respect and expect the same in return.
We may not respond to complaints that are:
- Abusive or threatening
- Repeated without new information
- Clearly intended to disrupt or harass
This does not affect anyone’s right to raise legitimate concerns.
Confidentiality and data protection
We handle complaints sensitively and in line with our Privacy Policy.
Information is only shared where necessary to review the complaint properly.
About the Centre for Energy Literacy
The Centre for Energy Literacy is a Charitable Incorporated Organisation (application submitted).
We are governed by an independent board of trustees and operate on a non-commercial basis.
Policy review
This policy is reviewed regularly and may be updated as the organisation develops.