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.
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
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/