Introduction
Gasway aims to deliver excellent services to our customers, ensuring we meet the needs of everyone. However, we recognise that there are times when we do not meet the expected level of service and where this is the case, it is important that we provide our customers with a simple and accessible way to report this and that the complaints are resolved promptly, professionally, and fairly. We take all complaints seriously and every complaint is seen as an opportunity for us to put things right, improve our services, and to provide vital intelligence on our performance, culture, and reputation. We commit to listen carefully to any complaints and investigate them fully, objectively and within the stated timeframes considering our customers communication preferences and making reasonable adjustments in line with the Equality Act 2010 where required.

Definition
Our definition of a complaint is “An expression of dissatisfaction” about our staff, products, processes or policies that can be caused by the action or inaction of Gasway.

Stages of our Complaints Process
1. Acknowledge We will acknowledge your complaint by the 4pm on the next working day.

2. Response and Action We will assign a manager to investigate your complaint, and they will provide a response and, if required, a plan of action in relation to the complaint. We aim to resolve complaints within 6 working days. If we are unable to meet this timeframe, we will aim to keep you informed throughout.

3. Escalation If you are unhappy with the first response from the investigating Manager your complaint will be escalated to an impartial manager for a review of the complaint and subsequent investigation. We aim to provide our final response following an escalation within two weeks and we will keep you informed throughout.

4. Final Response A response from escalated manager will represent our final response in relation to your complaint.

5. Reopening your complaint In the event you provide new information not previously investigated as part of the escalation process, we will reopen your complaint for further investigation. We will then provide our final response to your complaint with no further escalation points.

6. Working on behalf of Third Parties Where we are working on behalf of our clients who have their own complaints procedure, we will work collaboratively in line with their policies and procedures in relation to investigating and responding in accordance with their timeframes. Although we endeavour to help resolve complaints there are certain situations where we are unable to investigate as part of our complaints policy and procedure, these include, but are not limited to;

• Policies that Gasway have no control over and are determined by our Clients/ Organisations
• Issues that already being dealt with as an insurance claim
• Issues that are being dealt with through legal proceedings.