Complaints

AvantiGas are committed to providing exceptional customer service. Should you be unhappy with the service you have received, this policy tells you how to get in touch with us and how we will deal with your concerns. All complaints are taken extremely seriously and are treated with confidentiality. 

Complaints Procedure

At AvantiGas, we aim to solve all queries and complaints to the best of our ability in order to provide an excellent customer experience. If you wish to make a complaint fill in the form below. This will be sent directly to our Quality and Resolution Team for review.

Your complaint will be acknowledged within 1 working day (Monday-Friday excluding Bank Holidays) and the responsible advisor will endeavour to provide a substantiated response within 5 working days.

 

 Complaints Policy

Our commitment to you

We value complaints as they help us to improve on how we operate and deliver our services. As our customers and stakeholders are at the heart of everything we do, our complaints policy has been designed to provide a fair and appropriate resolution to any dispute. AvantiGas Ltd is committed to acting with integrity and providing a fair and consistent approach to complaint handling and resolving complaints as quickly as possible. We will treat all stakeholders and customers who make a complaint equally and with respect.

 

Definition of a complaint

Complaints are defined as an expression of dissatisfaction or grievance in relation to our organisation or activities, made to AvantiGas Ltd by our stakeholders or customers.

 

Making a complaint

Complaints should be made via the below form

Complainants will be asked to provide the following:

  • Name, AvantiGas account number, Contact details
  • Description of complaint
  • Suggested Resolution

 

Recording Complaints

The complaint will be recorded upon receipt and acknowledged within 1 working day.

 

Complaints Enquiry Process

Complaints will be investigated by the responsible advisor in a professional and caring manner during the enquiry process until resolution stage. If you find you that you are unhappy with the resolution this would follow our internal escalation process. If you were to remain dissatisfied with our escalated resolution you can escalate your complaint to Utilities ADR following our final response at https://www.cdrl.org.uk/utilities-adr/

Please choose how you would like to be contacted:

If you wish for a call back, please state your preferred time slot:

*Please note this excludes Bank Holidays.
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