Westmoor Associates Ltd Complaints Handling Procedure. We are committed to providing a high standard of service and resolving any concerns promptly and fairly. Please allow us the opportunity to put things right.

 1. Initial Contact

 Contact our dedicated point of contact, Andrew Chester, to raise your complaint.

  Phone:

 07848438176.

 Complaints Email:

 westmoorhelp@outlook.com

 Post: 

Andrew Chester, Westmoor Associates Ltd, 4 King Square, Bridgwater, Somerset, United Kingdom, TA6 3YF. If you call, we will aim to resolve the matter immediately where possible. If we cannot, or if you contact us by email or post, we will refer it to our complaints handling process straight away (see step 2). We will treat you with courtesy and respect throughout.

 2. Investigation We will open a complaint and assign a dedicated handler. We will acknowledge your complaint and open a case, usually within 5 working days, providing you with a reference number. Your dedicated handler (initially Andrew Chester or a nominated colleague) will investigate thoroughly and work with you to resolve the issue as quickly as possible. We aim to do this within 30 working days. If it may take longer, we will explain why, provide an expected timescale, and keep you updated regularly. If we cannot agree a resolution, your complaint will be escalated internally for senior review (see step 3). If you are a microbusiness or small business consumer, you can contact Citizens Advice (or Energyadvice.scot in Scotland) at any stage for free, confidential, impartial advice on your rights (contact details below).

 3. Senior review A senior manager will review all actions taken, correspondence, and how your complaint has been handled. This usually happens within 5 working days. If we have fully investigated and still cannot reach agreement, we will issue our final position (a 'deadlock' letter) explaining our stance.

 4. Independent review for microbusiness and small business customers, If you are a microbusiness or small business customer and we have issued our final position letter, or if your complaint remains unresolved after 8 weeks, you can escalate it free of charge to the Energy Ombudsman (our approved Alternative Dispute Resolution provider). The Energy Ombudsman is independent and impartial—it does not take sides and decides based on the evidence. Their service is free for you. If you accept their decision, we are bound by it, which may include an apology, correction of the issue, or financial award. You do not have to accept it. Contact the Energy Ombudsman:. Website: www.energyombudsman.org Email: enquiry@energyombudsman.org Phone: 0330 440 1624 8. Post: Energy Ombudsman, P.O. Box 966, Warrington WA4 9DF. We will inform you in our final letter (or earlier if appropriate) about your right to escalate. 

What is a microbusiness customer? Defined by Ofgem: A business with fewer than 10 employees (full-time equivalent) AND annual turnover/balance sheet ≤ £2 million OR consuming ≤ 100,000 kWh electricity OR ≤ 293,000 kWh gas per year. What is a small business consumer? Defined by Ofgem: A business with fewer than 50 employees (full-time equivalent) AND annual turnover ≤ £6.5 million OR balance sheet ≤ £5 million OR consuming ≤ 200,000 kWh electricity OR ≤ 500,000 kWh gas per year. If your complaint is about our services as your broker/consultant/TPI Contact us directly using the details above and follow this procedure. If unresolved within 8 weeks (or at deadlock), microbusiness or small business customers can access the Energy Ombudsman's free, impartial service as outlined in step 4.

 Impartial Advice • Citizens Advice (or Energyadvice.scot in Scotland): Free, confidential advice on consumer issues at any stage.  Website: citizensadvice.org.uk/energy (or complete their online form)  See their "know your rights" resources for energy consumers.

 We keep full records of all complaints, including dates, details, actions, and outcomes, to support continuous improvement. This procedure is available free on request by email, post, or on our website www.westmoorassociates.co.uk. Westmoor Associates Ltd Company number: 08606856 | Registered address: 4 King Square, Bridgwater, Somerset, United Kingdom, TA6 3YF