Introduction

Community Energy England believes that effective investigation of comments and complaints and learning from these are an important part of achieving high quality work. Community Energy England is committed to ensuring that our work is of the highest quality. 

This policy sets out the arrangements which Community Energy England has for the investigation and resolution of complaints and learning from these. This policy is for the benefit of external parties. 

Community Energy England will review all comments, feedback and complaints, and our feedback procedures on a regular basis. This helps us to develop the services that work best for you, so please let us know what you think. This policy is for the benefit of any person or organisation who engages with Community Energy England.

What is a comment or complaint?

Community Energy England welcomes comments and suggestions about how we can improve our work. We have an online member feedback form to encourage feedback from our members and make the process easier.

A complaint is an expression of dissatisfaction, either written or spoken. A complaint can be made by an individual or an organisation. People may wish to complain if they are not satisfied with the way they have been treated or with the actions (or inaction) of Community Energy England. 

Community Energy England takes all feedback seriously and we will take action when it is appropriate to do so. All complaints will be dealt with in a timely and professional manner. Please note that Community Energy England may publish the replies given to any queries raised but will respect the confidentiality of the individuals concerned.  

How to make a comment

If you wish to make a comment or suggestion about our work, activities or your interaction with us, please use our member feedback form or email members@communityenergyengland.org. If you are not a member, please email info@communityenergyengland.org.

A comment or suggestion will not be considered as a complaint unless the person giving it indicates that they wish it to be treated as such. When a comment is especially critical, this will always be discussed with the Chairperson or Chief Executive, to determine whether the critical comment is a complaint.

How to make a complaint

If you have a complaint, are unhappy about any aspect of our work, or are unhappy at the way you have been treated by a staff member, please bring this to our attention by emailing details of your complaint to complaints@communityenergyengland.org.

Please contact us as soon as possible after the issue arose or incident occurred, giving clear details so we can investigate the complaint and endeavour to resolve the issue. Specify clearly what aspect of Community Energy England’s activities you wish to comment or complain about. 

Including the following details will help us to effectively and quickly investigate your complaint: 

  • The specific area of our work or resource to which the complaint applies, e.g. a project, an event or a page on our website
  • Your name and contact details: this is essential as we will not investigate anonymous complaints
  • Outline the nature of your complaint as precisely as possible, this will help us to investigate further and hopefully to resolve the issue. Please include details such as the place and time the incident occurred 
  • Please let us know if you have already reported the complaint, and if any action was taken previously.  

Please note that we always endeavour to treat you with respect, and we expect the same standards of behaviour from you.    

What we promise to do to help resolve your complaint:

We will acknowledge any complaints within 10 working days of receipt and all written complaints will be logged. 

Your complaint will be dealt with in a professional and confidential manner. 

Your complaint will be assigned quickly to the most appropriate person to deal with the complaint, who will investigate the matter fully and communicate regularly with you until the issue has been resolved. The investigator may contact you to request further information or to discuss your experiences.

We will provide you with a written response once we consider the investigation complete. We may not be able to provide you with details of the action we have taken in response to your complaint if this includes confidential information, including employment or financial matters.

If after we have responded you are not satisfied, please write to our Chair, who will report the matter to the next Board meeting, which will decide on any further steps to resolve the situation. 

Contact details:

E-mail: complaints@communityenergyengland.org

Website: https://communityenergyengland.org/

Telephone:  033 3303 4126 / 0114 312 2248 

Registered address: Community Energy England, The Workstation, 15 Paternoster Row, Sheffield, S1 2BX