Customer Complaints Procedure

At Candleberry Consultants, we value our customers' feedback and take all complaints
seriously. We are committed to resolving any issues promptly and fairly. Our complaints
procedure is designed to ensure that your concerns are addressed efficiently and effectively.

Accessibility:

Our complaints procedure is prominently displayed and accessible on our website
www.cberryc.com under the "Complaints Procedure“ section.

It is also available free of charge via email at complaints@cberryc.com or by post upon

request. Please contact 0151 314 5101 to request a copy.

Contact Details:

For clients needing to make a complaint, please use the following contact details:

Email: complaints@cberryc.com

Postal Address: Unit 212 Vanilla Factory 39 Fleet Street, Liverpool, England, L1 4AR

Complaint Handling Process:

Upon receipt of your complaint, we will acknowledge it within 5 working days.

We will thoroughly investigate your complaint and keep you informed of our progress
throughout the process.

Our aim is to provide a full response within 4 weeks of receiving your complaint.

Treatment of Clients:

We assure you that all clients making complaints will be treated with courtesy and respect at
all times.

Timescales:

We endeavour to resolve complaints as quickly as possible. However, if we are unable to
resolve your complaint within 4 weeks, we will provide you with a progress update and an
estimated resolution timeframe.

Record Keeping:

We maintain comprehensive records of all complaints, including dates received, details of the
complaint, and actions taken.

Resolution Options:

Depending on the nature of the complaint, resolution may involve:

Providing a goodwill gesture, such as a discount on future purchases or a complimentary
service.

Offering compensation where appropriate.

We will work with you to find a satisfactory resolution that addresses your concerns and
restores your trust in our company.

Escalation Process:

The Energy Ombudsman is impartial and free to use.

If you are not satisfied with the resolution of your complaint, a deadlock has been reached, or
if it remains unresolved after 8 weeks, you have the right to escalate your complaint to
Ombudsman Services. They can be contacted at:

Ombudsman Services:

Name: Energy Ombudsman

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)

Website: www.energyombudsman.org

Email: enquiry@ombudsman-services.org