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Complaints Procedure

This Complaints Procedure outlines how Zing Energy Ltd handles complaints raised by customers, partners, and stakeholders. We aim to address concerns promptly, professionally, and effectively, ensuring customer satisfaction while improving our services.

How to Make a Complaint

Any complaint, whether verbal or written, should be referred to our Complaints Manager:

Name: Chelsea Morgan

Contact Number: 0330 808 4365

Email: team@wearezing.com

Address: Zing Energy Ltd, Unit 6 / 7 Beck Court, Cardiff Gate Business Park, Cardiff CF23 8RP

Our complaints manager will:

  • Acknowledge your complaint within 2 working days and log details in our CRM system
  • Investigate the complaint and keep you updated on the progress of the investigation
  • Discuss our findings and proposed actions with you
  • Provide clear deadlines for all responses

If we are unable to respond immediately, we will inform you of our progress and aim to provide a final response within 8 weeks.

Investigation Process

Our complaints manager will assess your complaint to fully understand the issue. This may involve reviewing documentation, speaking with Zing Energy representatives, or conducting a site visit if necessary. Our complaints manager will:

  • Address complaints promptly and fairly.
  • Provide clear responses, with appropriate redress where necessary.
  • Aim to provide a resolution within 8 weeks.

Outcome Notification / Final Decision

Once an investigation is complete, we will inform you of the findings and any actions taken to resolve the complaint. Our response will include:

  • The result of the investigation.
  • Details of any actions taken to address the issue.
  • Steps we are taking to prevent similar issues in the future (if applicable).

If You Are Not Satisfied with the Outcome

If you are dissatisfied with the resolution of your complaint, you may escalate the matter by:

1. Escalating to Senior Management:

If you are not satisfied with the outcome, you can request that your complaint be reviewed by senior management. Please contact the Complaints Department or email team@wearezing.com with your request.

2. External Dispute Resolution:

If, after exhausting our internal procedures, you remain unsatisfied with the outcome, you may refer the complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally, however, if after receiving our final decision notification, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks will start from the date Zing Energy Ltd receives a complaint. Only complaints relating to the sale of financial services should be referred to FOS.

The contact details for the FOS are as follows:

Financial Ombudsman Service Exchange Tower London E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line)
or 0300 123 9123 (cheaper for those calling using a mobile)
or 44 20 7964 0500 (if calling from abroad) Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk

Emily and James creative